Customer Success Manager, Government, Risk & Fraud

The Customer Success Manager, Government, Risk & Fraud will engage with government and law enforcement customers to understand their investigation and risk goals, develop tailored strategies, and drive successful adoption of TR Risk & Fraud AI solutions.

The role will typically manage a portfolio of customers, prioritizing them based on adoption, health, and other key parameters.

This role focuses on supporting federal, state, and local government agencies and law enforcement organizations in using TR Risk & Fraud AI solutions to research subjects and connections across multiple sources, resolve conflicting or incomplete records, and reduce manual review in their investigations.

Key Responsibilities

• Strategic Relationships: Engage regularly with senior leaders in government agencies and law enforcement organizations to understand their goals and provide strategic guidance, acting as a trusted advisor throughout the customer journey.
• Customer Success Plans: Jointly create success plans with customers to deliver value and outcomes from TR Risk & Fraud AI solutions.
• Transform Investigation Workflows with AI: Collaborate with customers to identify challenges such as multi-source subject research, connecting records across sources, resolving conflicting or incomplete records, and reducing time spent on manual review.
• Change Management: Partner with customers to secure executive sponsorship, identify champions, and define change management strategies that transform how investigators and analysts work with AI.
• Drive Adoption: Partner with customers to ensure users are trained appropriately, leveraging TR product training and support resources, and define mutual strategies to grow adoption.
• Lead Executive Business Reviews: Capture value delivered by TR Risk & Fraud AI solutions, lead executive business reviews, and develop a joint roadmap for success with customers.
• Enhance Retention and Satisfaction: Proactively address customer needs, identify opportunities for expansion, and develop strategies to reduce churn and drive satisfaction.
• Advocate for Customer Needs: Serve as the voice of the customer by sharing feedback with internal teams, including Product and Engineering, to influence future enhancements and features.

Required Qualifications

• Education and Experience: You have a bachelor’s degree in a related field, or substantial experience in government operations, law enforcement, investigations, or public-sector data and analytics.
• Domain Knowledge: You understand how government and law enforcement investigators work, including subject research, case building, identity verification, records resolution, and investigative reporting.
• Travel: Ability to travel up to 25%.

Preferred Qualifications

• Curiosity in Data and AI: Familiarity with agentic AI and AI-driven investigative platforms, and a willingness to stay ahead of advancements in the space.
• Relationship Building: Strong interpersonal and communication skills, with a proven ability to build trusted relationships and act as a strategic advisor to customers.
• Customer-Centric Mindset: A proactive, personable approach to problem-solving, with a focus on delivering measurable outcomes and ensuring customer satisfaction.
• Collaboration: Experience working cross-functionally with Sales, Product, Marketing, and Support teams to achieve mutual goals and enhance the customer journey.

What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact: Make an impact in your community with our Social Impact Institute.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.