Head of Customer Success

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 ou