TRM Labs

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. TRM Labs is a blockchain intelligence company committed to fighting crime and creating a safer world. The Program Manager for Scaled Customer Success & Support will design and launch a scalable customer success program, focusing on automation and performance enablement to enhance retention and efficiency across a growing customer base. Responsibilities • 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. • 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. Skills • 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.' • Global scaling: Extend scaled success and automation to additional segments and regions, standardizing best practices and enabling repeatable playbooks. Benefits • Remote‑first culture • Competitive compensation • 25 days PTO • 18 weeks paid parental leave (eligibility varies) • Premium health coverage • Company retreats • Career growth Company Overview • TRM Labs is a software company that offers blockchain, transaction monitoring, and analytics to help financial institutions and governments. It was founded in 2018, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://trmlabs.com.