Deployment Strategist, APAC

At TRM Labs, our Deployment Strategy team is on the front lines of customer experience – bridging product expertise with exceptional customer support. The team ensures our customers receive timely, accurate, and high-quality assistance at every step. You will work daily with leading financial institutions, crypto exchanges, and regulators — providing value through expert guidance, responsive support, and trusted partnership.

As a Deployment Strategist (APAC), you will play a critical role in helping TRM customers realise the full value of our platform. You will partner with regulators, financial institutions, and crypto businesses to operationalize scalable compliance programs and disrupt financial crime across the crypto ecosystem. You will manage a portfolio of strategic accounts, driving adoption of TRM's tools, and ensuring customers achieve measurable, long-term impact.

The impact you will have:

• Act as a trusted advisor, enabling regulators, financial institutions, and crypto businesses to maximise the effectiveness of our platform within their supervisory, risk, and compliance functions.

• Confidently explain complex technical and investigative concepts, supporting customer teams in interpreting blockchain data, building cases, and conducting financial crime investigations.

• Build and deliver product demonstrations tailored to compliance officers, analysts, supervisors, and risk teams across financial institutions, crypto businesses, and regulatory bodies.

• Conduct structured training sessions, delivered in English and Mandarin, to ensure TRM is embedded into customers' day-to-day investigative and compliance programs.

• Serve as the "Voice of the Customer" by channeling customer feedback to product and engineering teams to influence product direction.

• Monitor customer engagement and usage trends, proactively identifying early signals of churn risk and implementing effective mitigation strategies.

• Establish a consistent engagement cadence with customer stakeholders to understand institutional priorities, regulatory obligations, and emerging risks.

• Proactively identify and surface expansion opportunities and growth signals within customer accounts and partnering with Account Directors to drive TRM's Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.

What we're looking for:

• 5+ years of professional experience, ideally within crypto businesses, financial institutions, or regulatory bodies — preferably in compliance, investigative, or customer-facing functions.

• Professional proficiency in English and Mandarin is required.

• Hands-on experience with virtual currencies and blockchain analytics, ideally within a compliance or investigative context.

• Proven ability to structure complex problems, prioritize critical issues, and deliver actionable solutions.

• Exceptional attention to detail and rigor, particularly in regulatory and investigative contexts.

• Ability to distill and communicate complex technical and investigative concepts to diverse stakeholders, from compliance officers to senior executives.

• Strong collaboration skills and ability to influence outcomes in cross-functional settings.

• Willingness and ability to travel occasionally for in-person meetings, trainings, or events.

About the Team:

• As a globally distributed team, we work across time zones to provide seamless support and collaboration for our customers.

• The APAC Deployment Strategy team plays a key role in this model, ensuring continuous customer engagement and partnership as part of TRM's global coverage.

• Our Customer Success Team is fully remote, thriving on asynchronous communication through Slack and detailed documentation. We hold weekly Customer Syncs, bi-weekly health syncs, and join associated POD calls.

Team Operating Rhythms:

• Async-first with core overlap for APAC hours.

• Weekly Customer Syncs and bi-weekly health syncs.

• Regular POD calls and customer QBRs.

On-Call Responsibilities:

• Schedule: Minimal weekend monitoring for P0 and P1 issues.

• Frequency: Approximately 1 weekend per every 5 weeks.

Travel Requirements:

• Schedule: Occasional

Learn about TRM Speed in this position:

• You meet with an existing customer, capture their internal success metrics (OSMs), and draft a 30/60/90-day success plan to achieve them — all in the same week.

• You receive a bug report from a customer, coordinate internally across Product and Engineering to get answers and a fix, and close the loop with the customer — all in the same day.

• You surface an expansion opportunity on a customer call, validate it against CSQL criteria, and log the CSQL with the Account Director — within the same day.

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

• Accelerate repeatable workflows

• Structure and solve problems

• Improve output quality

• Increase speed and leverage

At TRM, you should expect:

• Priorities and targets to change quickly

• Operating with a high degree of ambiguity

• Close collaboration across teams and functions

• Frequent, high-touch communication

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

• 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.