Program Manager, Scaled Customer Success & Support
TRM Labs
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.
About TRM Labs
TRM Labs is on a mission to fight crime and build a safer world for billions of people. We deliver blockchain intelligence that helps governments, financial institutions, and crypto businesses detect and disrupt crypto‑facilitated fraud and financial crime.
The Opportunity
Join Customer Success to design and launch our Scaled Tier 3 engine, combining digital CS, Support deflection, and renewal automation to drive NDR, reduce cost‑to‑serve, and create leverage across our growing customer base. You’ll partner cross‑functionally to build systems, data, and workflows that move at TRM Speed: ambitious timelines, working backwards from outcomes, shipping "skateboards," and iterating fast.
The Impact You’ll Have
- Build and lead the Scaled Tier 3 program: Design, launch, and continuously evolve Tier 3 scaled CS across ~350 accounts, with centralized NDR/GRR ownership and migration of net‑new Tier 3s. Within 60 days, ship the first "skateboard" and iterate weekly.
- Drive renewal automation and deflection: Design and ship regionalized renewal notices, self‑service flows, AI/inbound deflection, and exception routing to lift on‑time renewals and reduce manual effort. Work backwards from six‑week timelines and reduce scope without lowering the quality bar.
- Data and performance enablement: Operationalize dashboards, scorecards, and routing rules that turn risk and renewal signals into immediate save/upsell plays; create clarity with measurable leading indicators and DRIs.
- Cross‑functional program execution: Partner with CS, Support, Solutions Engineering, Product, and RevOps to align tools, data, and automation for scaled efficiency; ship with high standards and explicit ownership.
- Global scaling (preferred): Extend scaled success and automation to additional segments and regions, standardizing best practices and enabling repeatable playbooks.
What You’ll Do
- Design the digital journey for Tier 3: lifecycle touchpoints, renewals, risk detection, and upsell plays - all instrumented for signal‑based actions.
- Implement automation across CRM/CS platforms and Support channels: notices, workflows, deflection, exception management, and service recovery.
- Build performance systems: near‑real‑time dashboards, cohort scorecards, and routing logic for save/upsell; own data quality and operational SLAs.
- Run at TRM Speed: set ambitious deadlines, work backwards, scope to "ship now," and iterate weekly; document "so what / now what" decisions and DRIs.
- Align cross‑functionally: drive joint design reviews with Product/SE, tooling with RevOps, and success criteria with CS/Support; publish accountability matrices.
What You’ll Bring
- Strategic program management: design and execution of scaled CS/support programs that deliver measurable NDR lift and cost‑to‑serve reduction.
- Customer Success at scale: Experience building digital journeys, automations, and AI/self‑service that move key renewal and retention metrics.
- Data‑driven decision making: Proficiency with dashboards, leading indicators, and routing logic to prioritize actions and quantify impact; bias to "create clarity."
- Operational excellence: Repeatable processes, SLAs, and QA that improve speed and consistency while maintaining a high quality bar.
- Cross‑functional collaboration: Track record partnering with Product, Engineering, Support, RevOps, and CS to deliver unified systems and outcomes; "play for the front of the jersey."
How We Work
- Remote‑first, globally distributed: We’re intentional about clear communication, documentation, and meaningful relationships across time zones.
- Core collaboration window: 8:00–13:00 PT for recurring syncs; we bias to async (Slack, Notion, dashboards) with weekly CS meetings, bi‑weekly scaled CS syncs, and monthly cross‑functional reviews.
- Operating rhythms: No regular weekend or on‑call; occasional availability during launches or key automation rollouts may be needed to hit TRM Speed timelines.
Team
This role sits within Customer Success and focuses on building scalable leverage across TRM’s customer base, partnering closely with Support, Solutions Engineering, Product, and RevOps. The team blends senior and mid‑level CS professionals and industry subject matter experts, supported by operations and SE partners.
Location
Remote within approved regions. We operate globally and embrace a remote‑first model to enable impact, alignment, and continuous improvement.
Benefits
Benefits vary by country; regional packages reflect our commitment to well‑being and growth. Highlights include: remote‑first culture, competitive compensation, 25 days PTO, 18 weeks paid parental leave (eligibility varies), premium health coverage, company retreats, and career growth.
Our Values & Leadership Principles
We hire people who resonate with our leadership principles and mission: Aim High, Loop Fast; Create Clarity; Ship with High Standards; Operate with Urgency; Own the Outcome; Coach It Forward; and Play for the Front of the Jersey. Expect a culture of candor, craftsmanship, and speed—with "ship the skateboard" iterations and measurable outcomes.
Why TRM
Our customers use TRM’s technology to create a safer world combating terrorist financing, drug trafficking, human trafficking, cybercrime, and scams while you build systems that deliver real impact at scale.
Application
If you’re energized by building scaled CS and Support engines that materially move retention and efficiency while operating at TRM Speed, we’d love to connect.
Life at TRM Labs
Leadership Principles
Our Leadership Principles shape everything we do—how we make decisions, collaborate, and operate 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
At TRM, you’ll do work that matters—disrupting terrorist networks, recovering stolen funds, and protecting people around the world. 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 in a culture of coaching, where feedback is fast, direct, and built to help you level up.
What to Expect at TRM
TRM moves fast—really fast. We know a lot of startups say that, but we mean it. We operate with urgency, ownership, and high standards. As a result, you’ll be joining a team that’s highly engaged, mission-driven, and constantly evolving.
To support this intensity, we’re also intentional about rest and recharge. We offer generous benefits, including PTO, Holidays, and Parental Leave for full time employees.
That said, TRM may not be the right fit for everyone. If you're optimizing for work life balance, we encourage you to:
- Ask your interviewers how they personally approach balance within their teams, and
- Reflect on whether this is the right season in your life to join a high-velocity environment.
- Be honest with yourself about what energizes you—and what drains you
We’re upfront about this because we want every new team member to thrive—not just survive.
The Stakes Are Real
Our work has direct, real-world impact:
- Jumping online after hours to support urgent government requests tracing ransomware payments.
- Delivering actionable insights during terrorist financing investigations.
- Collaborating across time zones in real time during a major global hack.
- Building new processes in days, not weeks, to stop criminals before they cash out.
- Analyzing blockchain data to recover stolen savings and dismantle trafficking networks.
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.
Privacy Policy
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