Deployment Strategist, Private Sector Customer Success

TRM Labs provides AI-powered intelligence solutions that help public and private sector agencies investigate and disrupt crime. TRM's platforms enable investigators to trace illicit activity, build cases, and construct operating pictures of threat networks. Leading agencies and businesses worldwide rely on TRM to make the world safer and more secure.

At TRM Labs, our Deployment Strategy team sits on the front lines of customer success, turning blockchain intelligence into measurable outcomes for the crypto businesses, financial institutions, and fintechs that rely on TRM. As a Deployment Strategist for the North America private sector, you will own a portfolio of strategic commercial accounts, validate what success means for each customer, and drive adoption, retention, and expansion as their trusted advisor.

What makes this role unique at TRM is the blend of senior IC autonomy, direct access to the economic buyers shaping crypto compliance programs, and the mandate to build the private-sector playbooks the rest of the team will run.

The impact you will have:

• Own the success of TRM's most strategic North America private-sector accounts, using AI (e.g., Claude) to turn customer calls and account data into 30/60/90-day success plans you validate against a named OSM and Economic Buyer.

• Protect and grow private-sector revenue: defend GRR by getting ahead of churn, and surface and validate expansion opportunities as CSQLs with Account Directors to grow NRR.

• Cut Q  and executive-briefing prep from days to hours by using AI to draft briefs, decks, and follow-ups that you refine with your own judgment.

• Catch risk and opportunity early by using AI to triage customer-health and usage signals across your book daily.

• Make the whole team faster by building reusable AI prompts, templates, and workflows that other Deployment Strategists adopt.

• Serve as the Voice of the Customer, using AI to synthesize feedback from calls and tickets into structured input that shapes the Product and Engineering roadmap.

What we’re looking for:

• 5+ years in crypto businesses, financial institutions, or fintechs (compliance, investigative, or customer-facing functions), with a habit of using AI tools to work faster.

• Hands-on financial crime, AML, sanctions, or investigations experience, and comfort applying AI to accelerate research and case work.

• A track record of owning senior stakeholder relationships and driving retention and expansion, supported by AI-assisted account planning and reporting.

• Fluency using AI tools (e.g., Claude) to accelerate research, drafting, and analysis, with sound judgment on when to trust vs verify output.

• Ability to build reusable AI-assisted workflows and templates that scale beyond yourself.

• Clear communication that distills complex technical and investigative concepts for audiences from analysts to senior executives.

About the Team:

• TRM's Customer Success org is globally distributed and works async-first, thriving on Slack and thorough documentation, with weekly customer syncs, bi-weekly health syncs, and regular pod calls.

• The North America Deployment Strategy pod owns the private-sector book (crypto businesses, financial institutions, and fintechs) and operates as trusted advisors, not a ticket queue.

• The work is intellectually demanding: you engage compliance and investigations leaders as a peer, reason about real financial crime, and translate it into product value.

• The team sets a high bar on AI fluency, expecting every DS to use AI as a force multiplier and to share what works.

Team Operating Rhythms:

• Distributed, not distant: async-first collaboration with core overlap for North America hours.

• Weekly customer syncs and bi-weekly customer-health syncs.

• Regular pod calls and customer QBRs.

• Slack and written documentation are the primary communication tools.

Required online and collaboration hours:

• Schedule:
  
  Core overlap during North America business hours; HM to confirm exact hours at intake.

On-Call Responsibilities:

• Schedule:
  
  Occasional off-hours monitoring for P0/P1 customer issues (not a formal on-call rotation).

• Frequency:
  Light and shared across the team; HM to confirm exact cadence ional compliance:
  United States is clear to proceed; if hired in Canada, confirm provincial on-call rules via Deel before posting.

Travel Requirements:

• Schedule:
  
  Occasional.

• Frequency:
  For in-person customer meetings, trainings, QBRs, or events across North America; HM to confirm expected cadence at intake.

Onsite Requirements:

• Schedule:
  
  None…