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Digital Customer Success, Program Manager (Scaled)

United States

Build to Protect Civilization

TRM is a blockchain intelligence company that’s on a mission to build a safer financial system for billions of people. We’re a lean, high-impact team tackling some of the world’s most critical challenges, ranging from human trafficking and financial fraud to terrorist financing. We are builders who power governments, financial institutions, and crypto companies when the clock is running and the consequences are real. This is why every TRMer is a bet on our future and has the power to change our trajectory.

About the Position

The Opportunity

We are looking for a Program Manager, Digital 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

We build to protect civilization. That promise shows up in how we work every day.

TRM runs fast. Really fast. We’re a high-velocity team that expects ownership, clarity, and follow-through. People who thrive here are inspired by hard problems, experimentation, direct feedback. If it takes months elsewhere, it often ships here in days. If you are optimizing primarily for consistent work-life balance, use the interview process to pressure-test fit. We want teammates who thrive here, not just survive here.

We coach directly, assume positive intent, and play for the front of the jersey.

Leadership Principles

  • 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.

Want to learn more about how we interview at TRM Labs? Check out more about our leadership principles and hiring process here.

What You’ll Do Here

This work has teeth. At TRM, your week might include:

  • Driving critical investigations that can’t wait for typical business hours.
  • Shipping products in days when others would schedule quarters.
  • Partnering with teams across time zones to deliver insights while the story is still unfolding.
  • Building new solutions from first principles when the playbook doesn’t yet exist.
  • Protecting victims and customers by tracing illicit activity and disrupting criminal networks.

Join our Mission

We look for people who want their work to matter, who build with speed and rigor, and who take pride in protecting others through their craft. If you’re excited by TRM’s mission but don’t check every box, apply anyway. We hire for slope, judgment, and the will to learn fast.

Build to protect civilization. Let’s do it together.

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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