Deployment Strategist, Private Sector Customer Success

Build a Safer World. 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.

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 QBR 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 at intake. Regional 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 specified; this role is remote and distributed. Frequency: N/A.

Learn about TRM Speed in this position:

• Within your first week with an existing customer, you capture their internal success metrics (OSMs) and draft a 30/60/90-day success plan to achieve them, using AI to turn the call into a first draft.
• Within the same day a customer reports a bug, you coordinate across Product and Engineering to get answers and a fix, and close the loop with the customer.
• Within the same day you spot an expansion signal on a call, you validate it against CSQL criteria and log the CSQL with the Account Director.

The following represents the estimated range of compensation for this role: Individual pay is determined by skills, qualifications, experience, and location. The compensation details listed in this posting reflect the US base salary only. The estimated base salary range for this role is $127,000-$177,000. Additionally, this role may be eligible to participate in TRM’s equity plan.

Interviewing with TRM: Our process is designed to understand how you think, solve problems, and deliver impact, while allowing you to evaluate TRM. Most interview processes include a case study, an AI skills assessment, and a Leadership Principles interview.

AI Fluency at TRM: AI fluency is a baseline expectation at TRM. We believe AI meaningfully changes how top performers operate. We expect every team member to use AI to accelerate and reimagine their craft, not just automate surface tasks.

Life at TRM: We are building a safer world. That promise shows up in how we work every day. TRM moves FAST. We are a high-velocity, high-ownership team that expects clarity, follow-through, and impact. People who thrive here are energized by hard problems, experimentation, and continuous feedback.

Leadership Principles: We hire and grow against three leadership principles. They’re the standards for how we operate, treat each other, and make decisions.

Join our Mission: At TRM, we care deeply about our craft. We are looking for individuals who want their work to matter, who experiment with speed and rigor, and who take pride in building a safer world for billions of people.