EMEA Public Sector Deployment Strategist

TRM Labs – EMEA Public Sector Deployment Strategist

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.

As an EMEA Public Sector Deployment Strategist, you will own the post-sale experience for a portfolio of public sector customers across the region, including law enforcement agencies, regulators, and government teams working some of the most complex cases in crypto-related crime. You will own onboarding, adoption, outcomes and the relationship across all TRM products, including Ardence, our newest and fastest-moving product. Your mandate is not just to manage accounts. You will define what success looks like for each customer, prove it with usage and outcomes, and enable the renewals and expansion that follow alongside our Account Directors.

The impact you will have:

• Onboard and activate your EMEA Public Sector accounts across all TRM products, with a clear onboarding path and measurable hands-on-keyboard usage for every account in your portfolio
• Use AI to build production CS workflows that pull from ChurnZero, Salesforce, Gong, and product usage telemetry to auto-generate account health summaries and QBR drafts — compressing hours of reporting prep into minutes so you can spend your time on the work that actually requires human judgment
• Define and track adoption benchmarks across the portfolio — hands-on-keyboard usage, consumption rates, and account-specific success metrics — and surface at-risk accounts before renewal decisions are made
• Develop new use cases with investigators and analysts that deepen usage across TRM products, including Ardence, and feed what you learn back into onboarding and enablement for the wider team
• Run executive business reviews and QBRs with senior stakeholders at public sector agencies and regulators across EMEA — building the trust and credibility that turns TRM from a vendor into a mission-critical partner
• Partner with ADs, who own the commercial motion, to enable renewals and expansion: bring account health, adoption evidence, and a structured path to proving value for every customer with an expiring or at-risk contract, and take accountability for the GRR and NRR outcomes that adoption drives
• Close the feedback loop between customers and Product — synthesize adoption blockers, feature gaps, and new use case opportunities into prioritized, actionable input that informs the roadmap
• Work as one team with EMEA colleagues across languages and time zones, sharing the playbooks, workflows, and account plans that work so coverage is consistent across the region

What we're looking for:

• 5+ years in customer success, deployment, or post-sale roles with proven accountability for GRR, NRR, and adoption outcomes — you have the track record, not just the title
• Domain credibility in law enforcement, public sector, cyber, national security, financial crime, or blockchain intelligence — you can walk into a room of investigators and earn their trust in the first meeting, not the fifth
• Comfort with ambiguity — you have worked in fast-changing product environments, can ship a working v1 without waiting for a perfect playbook, and can point to the specific outcomes it drove; Ardence is still evolving and your accounts may shift as it matures
• Production AI fluency — you have built real, repeatable AI workflows (not just experiments) that synthesize data from multiple sources into outputs that run consistently and have measurable results; you can show the workflow, explain the data logic, and articulate where human judgment stays in the loop
• High level of independence — you set your own agenda, operate without needing constant direction, and ship v1 before you have all the answers
• Strong executive presence — you can run a QBR with a senior government or public sector stakeholder and command the room through substance, not just polish
• Based in the UK or Europe and comfortable working with customers across EMEA; additional European languages are a plus

About the Team:

• The EMEA Public Sector team supports law enforcement, government, and regulatory customers working on complex cases involving crypto-related financial crime, cyber threats, and national security risks
• You will join the EMEA Deployment Strategy team, which covers the region by geography and language (DACH and Eastern Europe, the UK, and SPLATAM), alongside Customer Experience. This is a net-new seat that adds coverage across our accounts, with high autonomy and meaningful influence on how we serve the region
• The broader TRM CS organization operates distributed, not distant — async-first communication through Slack, strong documentation, and intentional synchronous time for key decisions
• You will work directly with the Head of EMEA Deployment Strategy and the Head of Customer Success, with close day-to-day collaboration with the AD team and Product

Team Operating Rhythms:

• As a globally distributed team, members may observe different timezones. However, most of the team will overlap between the hours of 7am-5:00 pm PST for meetings and collaboration.
• Our Customer success Team is fully remote, thriving on asynchronous communication and collaboration through Slack channels and detailed documentation. We hold weekly Customer Syncs, bi-weekly health syncs, join our associated POD calls, and regularly engage with our customers. As experts in our craft, we focus on providing support, driving value, and building meaningful relationships with our customers as trusted advisors. We are on the front lines of TRM, ensuring our customers get the most out of the product and bringing valuable insights back to the team.
• Moves fast and iterates — v1 ships before it is perfect, and feedback is expected to be direct and specific

On-Call Responsibilities:

• End-to-End Ownership: While there is no formal hourly rotation, you will be the primary lead for your area and responsible for customer success. This requires a high degree of agency and a commitment to seeing mission-critical tasks through to resolution, including the flexibility to handle urgent needs outside of standard hours or on weekends when they arise.

Learn about TRM Speed in this position:

• Within 30 days of joining, you have met every account in your portfolio and shipped a working onboarding and adoption plan for your first 2–3 accounts — not a slide deck, but a live document with measurable adoption benchmarks that the account team is already using to set customer expectations
• Within 6 weeks, you share a draft success metrics framework at 50% complete with the account team and key customers to validate direction — getting real signal on what drives credit consumption before investing further in building out the full playbook
• Within 60 days, you identify the highest-impact use case or adoption play for your portfolio — presenting a concrete recommendation to leadership on what to prioritize and why, grounded in actual account data