Customer Success Manager

About the role

You will architect and deploy a v1 onboarding playbook that converts complex international investigations workflows into repeatable adoption patterns within the first month. You will leverage AI to synthesize product telemetry, CRM data, and call transcripts into automated account health narratives that remove manual reporting drag. You will act as the primary bridge between customer mission teams and the product roadmap, translating operational blockers into actionable input. You will define and monitor leading indicators of platform adoption, surfacing accounts at risk of churn before renewal conversations begin. You will identify and validate the highest leverage product-led growth motions that drive sustained usage across diverse regulatory environments. You will establish TRM as a mission-critical partner by running executive reviews that reframe the platform as an extension of the customer's investigative team. You will own the end-to-end post-sale journey for a portfolio of strategic customers, setting the standard for how scale is achieved in the AI intelligence category.

Key facts

What you'll do

• Build and launch a production-ready onboarding playbook within 30 days, iterated from live customer engagements across international segments.
• Construct AI-driven CS workflows that integrate ChurnZero, Salesforce, Gong, and product telemetry to auto-generate account health summaries and QBR drafts.
• Establish adoption benchmarks tied to hands-on-keyboard usage and consumption rates, tracking account-specific success metrics in real time.
• Identify and scope a high-impact product-led growth initiative within 60 days, aligned to expansion targets and portfolio-wide consumption patterns.
• Lead executive business reviews and quarterly business reviews with senior stakeholders across government agencies and financial institutions in multiple time zones.
• Co-own net revenue retention targets with Sales Directors, building structured paths to value for accounts with expiring or at-risk contracts.
• Synthesize customer feedback into a closed-loop system that feeds prioritized use cases and feature gaps directly into the product roadmap.
• Design and document the CS tooling and infrastructure stack to support scalable operations, creating a foundation for future hires.
• Maintain strict compliance with data handling policies while enabling investigators to trace illicit activity and build robust operating pictures of threat networks.
• Operate as a domain expert in cyber threat intelligence, national security investigations, and financial crime compliance environments.
• Drive platform adoption through consultative engagements that align TRM capabilities with evolving regulatory and investigative mandates.
• Utilize AI to compress manual reporting cycles, freeing human capacity for high-judgment analysis and stakeholder relationship building.
• Track leading and lagging indicators of adoption, escalating at-risk accounts based on usage decay or missed consumption thresholds.
• Partner with Sales and Product to validate hypotheses behind expansion plays and prioritize opportunities with the strongest ROI signals.

Requirements

• Hold a background in cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory and compliance environments.
• Bring 5+ years of experience as an onboarding engineer, customer success manager, deployment strategist, or other post-sale role with documented ownership of NRR, GRR, and expansion outcomes.
• Possess domain credibility in cyber, national security, or financial crime that enables trust-building with investigators and senior officials in the first meeting.
• Demonstrate zero-to-one builder experience, having established a CS function, onboarding playbook, or PLG motion with measurable impact on adoption and retention.
• Show production AI fluency by deploying repeatable workflows that merge data from multiple sources into reliable outputs, with evidence of human-in-the-loop governance.
• Operate with a high level of independence, setting your own agenda and delivering a v1 playbook before all variables are known.
• Maintain a strong executive presence, capable of running high-stakes QBRs with government and financial institution leaders.
• Navigate regional, cultural, and time-zone complexity while supporting an international portfolio of customers across the EMEA region.

Nice to have

• Experience supporting national security and public sector customers in regulated environments.
• Track record of improving net revenue retention through structured expansion and renewal management.
• Familiarity with Sales and CRM tools used by enterprise Sales teams in regulated industries.
• Background in building asynchronous, distributed teams and documenting processes for scale.

Practical notes

• This is a full-time position based in the EMEA region.
• Travel may be required to support key customer engagements and regional stakeholders.
• Visa support will be considered for qualified candidates based on role and location requirements.
• The candidate must be able to start within the timeframe specified during the interview process.