Customer Success Manager – Government, Risk & Fraud

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Collaborate with government and law enforcement clients to gain insights into investigation and risk objectives.

• Create customized strategies and promote the use of TR Risk & Fraud AI solutions.

• Oversee a customer portfolio focusing on adoption, health, and other critical metrics.

• Engage with senior leaders in government and law enforcement as a trusted consultant.

• Co-develop customer success plans.

• Recognize challenges in investigation workflows and design AI-enhanced research processes.

• Partner with clients on executive sponsorship, advocacy, and change management initiatives.

• Build trust in AI-generated responses by providing source links and audit trails.

• Ensure users receive relevant training and utilize product training and support resources effectively.

• Formulate strategies to enhance customer adoption.

• Lead executive business reviews and create joint success roadmaps.

• Address customer requirements, identify opportunities for expansion, minimize churn, and enhance satisfaction.

• Relay customer feedback to Product, Engineering, and other internal teams to drive improvements.

⛳️ Requirements

• Bachelor's degree in a related area or significant experience in government operations, law enforcement, investigations, or public-sector data and analytics.

• Over 5 years of experience in Customer Success, Account Management, or a similar role.

• Experience preferably within SaaS or subscription-based business models.

• Knowledge of the work conducted by government and law enforcement investigators, including subject research, case development, identity verification, records resolution, and investigative reporting.

• Willingness to travel up to 25% of the time.

• Familiarity with agentic AI and AI-driven investigative platforms is preferred.

• Excellent interpersonal and communication skills.

• Demonstrated ability to establish trusted client relationships and serve as a strategic advisor.

• Proactive and personable approach to problem-solving.

• Experience collaborating cross-functionally with Sales, Product, Marketing, and Support teams is preferred.

🏝️ Benefits

• Flexible work arrangements, including the option to work from anywhere for up to 8 weeks each year.

• Opportunities for career development, continuous learning, skills enhancement, and participation in Grow My Way programming.

• Flexible vacation policy.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings options.

• Tuition reimbursement available.

• Employee incentive programs.

• Resources for mental, physical, and financial wellbeing.

• Two paid volunteer days off each year.

• Participation in pro-bono consulting projects and ESG initiatives.

• Comprehensive health, dental, vision, disability, and life insurance programs.

• Competitive 401k plan with company matching.

• Paid sick and safe time off.

• Paid holidays, including two company mental health days off.

• Parental leave benefits.

• Sabbatical leave options.

• Optional hospital, accident, and sickness insurance.

• Optional life and AD&D insurance.

• Flexible Spending and Health Savings Accounts.

• Fitness reimbursement program.

• Employee Assistance Program available.

• Group Legal Identity Theft Protection benefit.

• 529 Plan access provided.

• Commuter benefits offered.

• Adoption & Surrogacy Assistance available.

• Employee Stock Purchase Plan offered.