Head of Customer Success

Job description

TRM Labs is a blockchain intelligence company committed to fighting crime and creating a safer world. By leveraging blockchain data, threat intelligence, and advanced analytics, our products empower governments, financial institutions, and crypto businesses to combat illicit activity and global security threats. At TRM, you’ll join a mission-driven, fast-paced team made up of experts in law enforcement, data science, engineering, and financial intelligence, tackling complex global challenges daily. Whether analyzing blockchain data, developing cutting-edge tools, or collaborating with global organizations, you’ll have the opportunity to make a meaningful and lasting impact.

As Head of Customer Success, you will serve as a key member of the Go-to-Market leadership team, responsible for defining and scaling a global Customer Success organization that drives outcomes for some of the world’s most sophisticated compliance and investigations teams. You will lead a global and diverse team of Deployment Strategists and Support professionals, ensuring customers derive measurable value from our products. Key metrics you will be responsible for include Net Revenue Retention, Gross Revenue Retention, and NPS.

The Impact you will have

• Customer Success Strategy & Execution

  • Define and implement post-sale strategies tailored to our core segments: financial institutions, crypto businesses, and government agencies.

  • Refine our engagement model across complex customer archetypes with tailored onboarding and engagement playbooks.

  • Own and evolve our post-sale operating model, including deployment, education, executive alignment, and value realization milestones.

  • Define strategy to monitor and improve customer health, usage patterns, and retention.

• Team Leadership & Development

  • Lead and grow a globally distributed team of high-performing Deployment Strategists.

  • Foster a team culture grounded in customer empathy, technical excellence, and continuous learning.

  • Establish clear career paths and growth opportunities within the CS organization

  • Coach a team that bridges technical deployment, regulatory guidance, and investigative workflows.

  • Create scalable process rigor through playbook reviews, case studies, support knowledge-sharing and up-skilling.

• Cross-functional Partnership

  • Collaborate with TRM Academy and Solutions teams to scale learning pathways aligned with customer maturity and product evolution.

  • Partner with Product to deliver structured customer feedback, inform roadmap priorities, and test new features with early adopters.

  • Align with Sales on expansion opportunities and customer health

  • Work hand-in-hand with Sales and RevOps to co-own forecasting, manage churn risk, and identify expansion opportunities.

• Customer Experience & Metrics

  • Drive performance across leading indicators (e.g. deployment velocity, user activation, account health) and lagging metrics (e.g. GRR, NRR, NPS).

  • Foster a retention first culture and drive strategy to flag and address customer risks early.

  • Build a world class customer experience from welcome email to renewal and expansion.

• Support Strategy Ownership

  • Oversee our global customer support strategy in partnership with Solutions Engineering and Engineering as escalation partners.

  • Optimize regional coverage models and shift planning to ensure 24x7 availability and high-quality support via Intercom.

What we’re looking for

• 8+ years of customer success experience, with 4+ years in leadership roles

• Track record scaling CS teams in high-growth enterprise SaaS environments

• Expertise in customer journey design, playbook development, and lifecycle measurement.

• Excellence in stakeholder management and executive communication

• Ability to influence cross-functional partners and communicate with executive stakeholders.

• Experience serving both private sector (financial institutions, cryptocurrency businesses) and public sector clients

• Working knowledge of blockchain intelligence and financial crimes compliance

About the Team

Our Customer success Team is fully remote, thriving on asynchronous communication and collaboration through Slack channels and detailed documentation. We hold weekly Customer Syncs, bi-weekly health syncs, join our associated POD calls, and regularly engage with our customers. As experts in our craft, we focus on providing support, driving value, and building meaningful relationships with our customers as trusted advisors. We are on the front lines of TRM, ensuring our customers get the most out of the product and bringing valuable insights back to the team.

Learn about TRM Speed in this position:

• You will jump in, collaborate with the right cross-functional individuals within minutes when an unprecedented outage hits our products. Driving customer communication from start to finish.

• Within a week of a new feature rollout you ensure meetings are booked between product and key early adopters

• A customer IPOs and within a day of the news breaking, you send them a personalized video congratulating them.

Life at TRM Labs

Leadership Principles

Our LPs are foundational elements of our strategy, guiding how we make decisions, how we treat each other, and how we behave day-to-day.

• Impact-Oriented Trailblazer – We put customers first, driving for speed, focus, and adaptability.

• Master Craftsperson – We prioritize speed, high standards, and distributed ownership.

• Inspiring Colleague – We value humility, candor, and a one-team mindset.

Accelerate your Career

Join a mission-driven team of industry leaders and make a real-world impact—disrupting terrorist networks, recovering stolen funds, and more. At TRM, you will:

• Work alongside top experts and learn every day.

• Embrace a growth mindset with development opportunities tailored to your role.

• Take on high-impact challenges in a fast-paced, collaborative environment.

Thrive as a Global Team

As a remote-first company, TRM Labs is built for global collaboration.

• We cultivate a strong remote culture through clear communication, thorough documentation, and meaningful relationships.

• We invest in offsites, regional meetups, virtual coffee chats, and onboarding buddies to foster collaboration.

• By prioritizing trust and belonging, we harness the strengths of a global team while staying aligned with our mission and values.

Join our mission!

We’re looking for team members who thrive in fast-paced, high-impact environments and love building from the ground up. TRM is remote-first, with an exceptionally talented global team. If you enjoy solving tough problems and seeing your work make a difference for billions of people, we want you here. Don’t worry if your experience doesn’t perfectly match a job description— we value passion, problem-solving, and unique career paths. If you’re excited about TRM’s mission, we want to hear from you.

Recruitment agencies

TRM Labs does not accept unsolicited agency resumes. Please do not forward resumes to TRM employees. TRM Labs is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company without a signed agreement.

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