Director of Customer Success, Financial Institutions

TRM Labs • Full-time • Remote (United States) • 1w ago

TRM Labs is a blockchain intelligence company committed to fighting crime and creating a safer world. By leveraging blockchain data, threat intelligence, and advanced analytics, our products empower governments, financial institutions, and crypto businesses to combat illicit activity and global security threats. At TRM, you'll join a mission-driven, fast-paced team made up of experts in law enforcement, data science, engineering, and financial intelligence, tackling complex global challenges daily. Whether analyzing blockchain data, developing cutting-edge tools, or collaborating with global organizations, you'll have the opportunity to make a meaningful and lasting impact.

The Private Sector Deployment Strategy team at TRM Labs partners with financial institutions and crypto businesses to strengthen their risk management capabilities and achieve measurable outcomes with TRM solutions. As Director of Customer Success, Financial Institutions, you will lead the team responsible for enabling successful deployments, deepening customer adoption, and driving long-term customer success across all private sector accounts. You’ll combine strategic relationship management, domain expertise, and operational rigor to ensure every customer realizes full value from TRM’s products.

The impact you will have:

Drive Customer Outcomes: Act as a strategic advisor to executives at leading financial institutions and crypto companies, guiding them in integrating TRM’s solutions into their compliance, risk, and investigative frameworks.
Strengthen Market Relationships: Leverage and expand existing relationships across banks, fintechs, and crypto businesses to accelerate adoption and establish TRM as the industry standard for blockchain intelligence.
Ensure Deployment Excellence: Lead scalable onboarding and deployment strategies that align product capabilities to customer risk and compliance workflows, ensuring measurable ROI.
Amplify the Voice of the Customer: Channel customer insights to Product, Engineering, and GTM teams, influencing roadmap priorities and enhancing TRM’s relevance across use cases.Product, Engineering, and GTM
Build and Enable Teams: Develop and mentor a world-class deployment organization that combines deep domain expertise with exceptional execution velocity.
Drive Retention and Growth: Monitor customer engagement trends, identify risk signals, and proactively mitigate churn while surfacing upsell and expansion opportunities.
Operationalize Customer Success: Establish consistent cadences with key stakeholders to align on business priorities, regulatory shifts, and emerging risks—anticipating needs before they surface.

What we’re looking for:

8+ years of professional experience, ideally in financial services, fintech, or crypto businesses, including 3+ years in customer success, deployment strategy, or program leadership.
Strong domain knowledge of financial institutions and crypto businesses, including risk, compliance, and investigative workflows.
Existing relationships or network within the private sector financial ecosystem (banks, fintechs, payment processors, exchanges, etc.) that accelerate customer engagement and trust.
Proven ability to structure complex problems, set clear priorities, and drive alignment across multiple customer and internal stakeholders.
Exceptional attention to detail and operational rigor, particularly in regulatory and risk-sensitive contexts.
Ability to translate complex investigative and technical concepts into clear business outcomes for executives and operational teams.
Comfort operating with TRM Speed — moving fast with intention, urgency, and precision in evolving environments.
Strong cross-functional collaboration and influencing skills across Product, Engineering, Investigations, and Customer teams.
Willingness to travel as needed to support customer relationships and key deployments.

About the Team:

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.

Learn about TRM Speed in this position:

Kickoff-to-decision in one meeting: Establish the support channel, align on objectives and success metrics, and lock a draft integration plan with owners and next steps before leaving the room.
Standardized playbooks from kickoff to go-live: Execute integration timelines (risk engine configuration, API testing, enablement) using proven onboarding templates so teams move fast without reinventing process.
Cross-functional handoffs without friction: Act as the facilitation layer across Product, Engineering, Investigations, and Academy; document owners and SLAs so escalations resolve in hours, not days.

Life at TRM Labs

Leadership Principles

Our Leadership Principles shape everything we do—how we make decisions, collaborate, and operate day to day.

Impact-Oriented Trailblazer – We put customers first, driving for speed, focus, and adaptability.
Master Craftsperson – We prioritize speed, high standards, and distributed ownership.
Inspiring Colleague – We value humility, candor, and a one-team mindset.

Accelerate your Career

At TRM, you’ll do work that matters—disrupting terrorist networks, recovering stolen funds, and protecting people around the world. You will:

Work alongside top experts and learn every day.
Embrace a growth mindset with development opportunities tailored to your role.
Take on high-impact challenges in a fast-paced, collaborative environment.
Thrive in a culture of coaching, where feedback is fast, direct, and built to help you level up.

What to Expect at TRM

TRM moves fast—really fast. We know a lot of startups say that, but we mean it. We operate with urgency, ownership, and high standards. As a result, you’ll be joining a team that’s highly engaged, mission-driven, and constantly evolving.

To support this intensity, we’re also intentional about rest and recharge. We offer generous benefits, including PTO, Holidays, and Parental Leave for full time employees.

That said, TRM may not be the right fit for everyone. If you're optimizing for work life balance, we encourage you to:

Ask your interviewers how they personally approach balance within their teams, and
Reflect on whether this is the right season in your life to join a high-velocity environment.
Be honest with yourself about what energizes you—and what drains you

We’re upfront about this because we want every new team member to thrive—not just survive.

The Stakes Are Real

Our work has direct, real-world impact:

Jumping online after hours to support urgent government requests tracing ransomware payments.
Delivering actionable insights during terrorist financing investigations.
Collaborating across time zones in real time during a major global hack.
Building new processes in days, not weeks, to stop criminals before they cash out.
Analyzing blockchain data to recover stolen savings and dismantle trafficking networks.

Thrive as a Global Team

As a remote-first company, TRM Labs is built for global collaboration.

We cultivate a strong remote culture through clear communication, thorough documentation, and meaningful relationships.
We invest in offsites, regional meetups, virtual coffee chats, and onboarding buddies to foster collaboration.
By prioritizing trust and belonging, we harness the strengths of a global team while staying aligned with our mission and values.

Join our mission!

We’re looking for team members who thrive in fast-paced, high-impact environments and love building from the ground up. TRM is remote-first, with an exceptionally talented global team. If you enjoy solving tough problems and seeing your work make a difference for billions of people, we want you here. Don’t worry if your experience doesn’t perfectly match a job description— we value passion, problem-solving, and unique career paths. If you’re excited about TRM’s mission, we want to hear from you.

Recruitment agencies

TRM Labs does not accept unsolicited agency resumes. Please do not forward resumes to TRM employees. TRM Labs is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company without a signed agreement.

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