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Director of Customer Success Operations

TRM Labs

TRM Labs

Customer Service, Sales & Business Development, Operations
United States · Canada · Mexico
Posted on Thursday, May 30, 2024

TRM is on a mission to build a safer financial system for billions of people. We deliver a blockchain intelligence data platform to financial institutions, crypto companies, and governments to fight cryptocurrency fraud and financial crime. We consider our business — and our profit — as a way to move towards our mission sustainably and at scale.

The Customer Success Team at TRM Labs is dedicated to fostering strong relationships with our customers and ensuring they achieve their desired outcomes with our solutions. As the first Customer Success Operations hire at TRM, you will build and scale our customer success operations function from the ground up. You will focus on developing a robust retention engine, managing technical infrastructure, supporting Account Directors (ADs), and training Deployment Strategists, and ultimately drive operational excellence.

The impact you will have here:

  • Develop and own critical reporting and dashboards that provide transparency into key renewal and retention measures for our business; proactively identify risks and opportunities to our sustained revenue growth
  • Track upcoming renewals, conduct “Available-to-Renew” analyses, notify ADs, and provide reporting on renewals for Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and Board Meetings.
  • Own “Customer Health” metric tracking, optimization, and forecasting including dashboards for ADs, sales managers, and Deployment Strategists to help them proactively address issues in customer adoption
  • Build scalable solutions to support Tier 3 accounts (e.g., documentation/content at various stages of the post-sales funnel, tech solutions like Intercom ticketing system, drip campaigns)
  • Provide insights into levers for accelerating customer retention, improving Customer Success teams, and operationalizing new ideas through the creation of new processes and workflows
  • Provide strategic direction on leveraging systems and tools to drive run the business reporting and insights, regularly collect feedback from leaders and update playbooks and reporting as processes change.
  • Work cross-functionally to ensure customer feedback is incorporated into product development and to align on customer success strategies.

What we’re looking for:

  • Demonstrated experience in operations or related roles within technical SaaS or subscription software services.
  • Proven leadership experience in customer success operations, having built an ops team before.
  • Familiarity with software development tools, practices, and methodologies preferred.
  • Experience leading cross-functional initiatives in startups to mid-sized companies.
  • Expertise in defining and executing digital engagement strategies, including digital journey creation and content marketing.
  • Strong verbal and written communication skills, with the ability to effectively articulate strategies and plans.
  • Success in cross-functional coordination, including planning, execution tracking, decision-making, and OKR management.

Life at TRM Labs


Our Principles

TRM's culture is shaped by how we make decisions, how we execute, and how we treat each other

  • 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.

Build a Career

Joining TRM means being part of a mission-driven team comprised of industry leaders.

At TRM, you'll experience:

  • Purpose: Have a real-world impact, from disrupting terrorist networks to returning stolen funds.
  • Growth: Professional advancement opportunities through clearly defined career pathways and biannual performance reviews.
  • Ownership: Take pride in your work. Have a large breadth and scope of contributions and impact.

Work Environment

  • Remote First: Our headquarters is online but we highly value in-person interactions, organizing regular meetups and offsites for team building.
  • Async Communication: Clear communication is key in our decentralized setup. We use tools such as Slack, Notion, and Loom, to promote transparency and efficiency.
  • High Ownership: Small teams drive big goals at TRM with ownership, responsibility, and a direct impact. There's no strict clocking in or out. Team members are trusted to balance personal schedules with team needs.
  • TRM Speed: We move “surprisingly fast” while maintaining a high bar in service of our customers and mission. This can feel both intense and rewarding. Our unique approach emphasizes quick wins, rapid iterations, and constant feedback.
  • Diversity and Inclusion: Diversity at TRM encompasses backgrounds, experiences, and perspectives. Every day is an opportunity to learn from a colleague, whether they're a law enforcement expert or a tech pioneer.
  • Annual Company Offsite: Once a year, TRMers come together from around the world to attend a 1-week mandatory company offsite. This is designed to foster in-person relationships, creativity, and strategic alignment. Employee attendance is required of all TRMers.

Benefits and Perks

At TRM, we know that supporting our team members can take many forms. Our goal is to enable you to care for yourself, your family, and your community with a diverse and curated benefits package for full-time employees.

  • Remote-first work environment
  • Competitive salaries and stock options
  • Premium health, dental, and vision insurance
  • FSA, HSA, and 401K programs
  • Life & disability coverage
  • Generous paid time for vacation, holidays, and parental leave
  • Fertility, professional coaching, and mental health resources

Join Us

We are looking for team members who love building from the ground up and want to work hard in a fast-paced and ambitious environment. We are remote-first, with exceptionally talented team members located around the world. If you like solving tough problems quickly and seeing your work improve the lives of billions of people, we want you at TRM.

We encourage you to reach out even if your experience doesn't precisely match the job description. Don't worry about picking exactly the right job; we can always explore other options after starting the conversation. Your passion and interests will set you apart, especially if your background or career is unconventional.

To all recruitment agencies: TRM Labs does not accept unsolicited agency resumes. Please do not forward resumes to TRM Labs 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 that does not have a signed agreement with the Company.