Customer Success Manager (Cybersecurity)

Customer Success Manager

Company

TRM Labs

Conditions

3 days agoLead EMEA Remote Full Time Customer Support Jobs by TRM Labs

Skills

Account Management Adoption Ai Churnzero Customer Feedback Customer Success Cybersecurity Cyber Threat Intelligence Expansion Financial Crime Gong Grr National Security Nrr Onboarding Product Analytics Product-Led Growth Qbr Salesforce

Candidate Availability

EMEA · Required Remote · Required Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will own the post-sale experience for an international portfolio of customers, build the onboarding and customer success foundations, define adoption and success metrics, run executive reviews, identify expansion opportunities, create AI-enabled workflows, and turn customer feedback into product input.

Requirements

• Background in cyber or cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance environments
• 5+ years of experience in onboarding engineering, customer success management, deployment strategy, or another post-sale role
• Experience owning NRR, GRR, and expansion metrics
• Domain credibility in cyber, national security, or financial crime
• Experience building a customer success function, onboarding playbook, or PLG motion from scratch
• Production experience building repeatable AI workflows that synthesize data from multiple sources
• Ability to work independently with limited direction
• Strong executive presence with senior government and financial institution stakeholders
• Experience supporting international customers across regional, cultural, and time-zone differences

Responsibilities

• Build and ship a v1 onboarding playbook
• Build production customer success workflows using ChurnZero, Salesforce, Gong, and product usage telemetry
• Define and track adoption benchmarks and account-specific success metrics
• Identify and scope high-impact product-led growth plays
• Run executive business reviews and QBRs with senior international stakeholders
• Partner with account directors on expansion plays and co-own NRR targets
• Synthesize customer feedback into prioritized product input
• Design the customer success infrastructure and tooling stack
• Handle urgent customer needs outside standard hours or on weekends when required

Benefits

• Remote work

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