Head of Customer Success

Summary

Join TRM Labs as Head of Customer Success and lead a global team driving customer outcomes for sophisticated compliance and investigations teams. Define and implement post-sale strategies, refine engagement models, and evolve the operating model to maximize customer value. Lead and grow a globally distributed team, fostering a culture of customer empathy and technical excellence. Collaborate with cross-functional teams to scale learning pathways, deliver customer feedback, and identify expansion opportunities. Drive performance across key metrics like Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Net Promoter Score (NPS). Oversee global customer support strategy, optimizing regional coverage for 24/7 availability. This role requires 8+ years of customer success experience, including 4+ years in leadership roles, expertise in customer journey design, and experience with both private and public sector clients.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• 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
• 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