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. 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 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.

• Recruiter Intro: Qualifications, motivations, and alignment with the role.

• Hiring Manager: Deep dive into your relevant experience, skills, and impact.

• First Round: 1–2 interviews focused on the skills most critical to the role.

• Final Round: Hands-on case study. This is usually a panel-style session where we go deeper into your craft, problem-solving, and alignment with TRM.

• References: Former colleagues who can provide insight into your work and impact.

• Offer: Congrats! Your recruiter will present the offer and compensation details.

• Welcome to TRM: We're excited to build a safer world with you!

Your recruiter will share your specific interview plan and preparation guidance along the way.

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.

At TRM, AI fluency means you are among the top 10 percent of operators in your function in how you apply AI to:

• Accelerate repeatable workflows

• Structure and solve problems

• Improve output quality

• Increase speed and leverage

You will be evaluated on applied AI fluency during the interview process.

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. If something takes months elsewhere, it will ship here in days.

Our work sits at the intersection of AI, national security, and fighting crime. The problems are complex, the stakes are real, and the environment evolves quickly. The pace and intensity of the work reflect the importance of the mission. As a result, the way we operate requires a high level of ownership, adaptability, collaboration, and creative problem-solving.

At TRM, you should expect:

• Priorities and targets to change quickly

• Operating with a high degree of ambiguity

• A high level of personal ownership and accountability

• Close collaboration across teams and functions

• Frequent, high-touch communication

• Creative problem-solving and out-of-the-box thinking

• A pace that rewards urgency, adaptability, and outcomes

This environment is energizing for people who enjoy building, solving hard problems, and making progress in situations that are not always fully defined. It also requires thriving in ambiguity, adjusting course as new information emerges, and maintaining focus and positivity in a fast-moving and intense environment.

We also recognize that this style of operating is not for everyone. If you are primarily optimizing for predictability or a consistently balanced workload, we encourage you to use the interview process to pressure-test whether this environment is truly the right fit. We want teammates who thrive here, not just survive here.

If you are excited by meaningful problems, motivated by ambitious goals, and energized by working alongside mission-driven colleagues, there is a good chance you will find TRM to be an exceptional place to grow and contribute.

Leadership Principles

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

• Impact-Oriented Trailblazer: We put customers first and move with speed, focus, and adaptability. We treat every plan like an experiment – test, ship, measure, and iterate quickly.

• Master Craftsperson: We care deeply about our craft. We balance speed with high standards, own outcomes end‑to‑end, and invest in getting better everyday.

• Inspiring Colleague: We add clarity and energy, not noise. We bring humility, candor, and a one‑team mindset — giving and receiving feedback to make the team stronger.

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. If you’re excited by TRM’s mission but don’t check every box, we encourage you to apply — we hire for slope, judgment, and the will to learn fast.

TRM is a Series C company with $220M in total funding, backed by Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore.

Privacy Policy and Additional Information

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We collect the information you provide (such as your resume, work history, and contact details) solely for the purpose of evaluating your candidacy for current and future roles at TRM.

Because our hiring cycles for certain positions may span 24 to 36 months, we retain your personal information for up to 36 months from the date of your application. After that period, your data is deleted unless a different retention period is required or permitted by law.

If you are located in the European Economic Area, the United Kingdom, or another jurisdiction with applicable data protection laws, you have the right to access, correct, or request deletion of your personal data at any time before that period ends. To exercise any of these rights, contact us at View email address on click.appcast.io.

To notify TRM Labs that you believe this job posting is non-compliant, please submit a report through this form. No response will be provided to inquiries unrelated to job posting compliance.

The use of AI tools of any kind (including but not limited to notetakers, interview assistants, and real-time coaching tools such as Otter.ai, Fireflies, Fathom, Cluey, or similar) during TRM interviews is not permitted without prior approval from TRM. TRM uses its own internal tools for note-taking to ensure a consistent and confidential experience for all candidates.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this form.