TRM Labs-posted 2 months ago
Full-time • Mid Level
101-250 employees

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.

  • 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.
  • 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.
  • Operationalize dashboards, scorecards, and routing rules that turn risk and renewal signals into immediate save/upsell plays.
  • Partner with CS, Support, Solutions Engineering, Product, and RevOps to align tools, data, and automation for scaled efficiency.
  • 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.
  • 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.
  • 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.
  • 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.
  • Global scaling experience: Extend scaled success and automation to additional segments and regions.
  • Remote‑first culture
  • Competitive compensation
  • 25 days PTO
  • 18 weeks paid parental leave (eligibility varies)
  • Premium health coverage
  • Company retreats
  • Career growth opportunities
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