Deployment Strategist, Public Sector

Accountabilities

• Customer onboarding and activation: Lead the onboarding and implementation experience for a portfolio of EMEA public sector customers, ensuring clear onboarding plans, effective product adoption, and measurable usage across all solutions.

• Customer success and adoption: Define customer-specific success criteria and establish measurable adoption benchmarks, including product usage, consumption rates, and hands-on-keyboard activity.

• AI-powered workflow development: Design and implement production-ready AI workflows that integrate information from platforms such as ChurnZero, Salesforce, Gong, and product usage telemetry to automate account health reporting, business review preparation, and customer success processes.

• Account health management: Monitor customer engagement, identify adoption challenges, anticipate renewal risks, and proactively develop strategies to improve retention and demonstrate ongoing value.

• Use case development: Collaborate with investigators and analysts to identify new use cases and expand adoption across the product portfolio, incorporating customer feedback into onboarding materials and enablement resources.

• Executive stakeholder engagement: Lead Quarterly Business Reviews (QBRs), executive business reviews, and strategic customer meetings with senior stakeholders across government agencies, law enforcement organizations, and regulatory institutions.

• Renewal and expansion support: Partner closely with Account Directors to support commercial objectives by providing account health insights, adoption evidence, and structured value demonstrations. Take accountability for the customer retention and revenue outcomes driven by successful adoption, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

• Product feedback and collaboration: Establish effective feedback loops between customers and Product teams, translating adoption barriers, feature requests, and emerging use cases into actionable product recommendations.

• Regional teamwork: Collaborate with colleagues across EMEA, sharing successful account strategies, workflows, documentation, and best practices to ensure consistent customer coverage across different languages and markets.

• Continuous improvement: Develop and refine customer success processes in a fast-moving environment, testing new approaches, gathering feedback, and implementing improvements quickly.

• End-to-end ownership: Take responsibility for customer success within your portfolio, including resolving mission-critical issues and responding flexibly to urgent customer needs outside standard working hours when necessary.

Requirements:

• At least 5 years of professional experience in Customer Success, Deployment Strategy, or other post-sales customer-facing roles, with demonstrated accountability for customer adoption, retention, GRR, and NRR.

• Relevant industry experience or strong domain knowledge in law enforcement, public sector, cybersecurity, national security, financial crime, or blockchain intelligence.

• Ability to build credibility and establish trusted relationships with investigators, analysts, government representatives, and senior public sector stakeholders.

• Proven experience developing and implementing AI-powered workflows in production environments, integrating information from multiple sources to generate consistent, measurable business outcomes.

• Strong understanding of AI tools, automation, and data-driven processes, with the ability to explain workflow logic and identify where human judgment remains essential.

• Experience managing customer relationships throughout the post-sale lifecycle, including onboarding, adoption, account health monitoring, and renewal support.

• Strong commercial awareness, with an understanding of how customer engagement and product adoption influence retention, revenue growth, and long-term account value.

• Excellent executive communication and presentation skills, with the ability to lead strategic business reviews and engage confidently with senior government and public sector stakeholders.

• High levels of independence, initiative, and accountability, with the ability to prioritize effectively and drive projects forward without constant supervision.

• Comfortable operating in ambiguous and rapidly evolving product environments, with a practical mindset focused on testing solutions, delivering initial versions quickly, and improving through feedback.

• Strong analytical and problem-solving abilities, with experience translating customer data and feedback into actionable recommendations.

• Excellent collaboration and relationship-building skills, with the ability to work effectively across international teams, functions, and time zones.

• Based in the UK or Europe, with the flexibility to support customers across the EMEA region. Additional European language skills are considered an advantage.

The following would be considered an additional advantage:

• Experience working with cryptocurrency intelligence, blockchain analytics, or digital asset investigations.

• Familiarity with financial crime investigations, fraud prevention, Anti-Money Laundering (AML), cyber threats, or regulatory compliance.

• Experience working with government institutions, intelligence agencies, law enforcement, or national security organizations.

• Practical experience using customer success and sales platforms such as ChurnZero, Salesforce, and Gong, or comparable tools.

• Experience building automated reporting processes and integrating product usage telemetry into customer success workflows.

• Previous experience working in a distributed, international, and fast-paced technology organization.

Benefits:

• High-impact mission: Contribute to solutions that help public and private sector organizations investigate crime, disrupt illicit activities, and strengthen global security.

• Meaningful responsibilities: Take ownership of strategic public sector accounts and directly influence customer outcomes, product adoption, and long-term success.

• Autonomy and influence: Join a newly established regional position with significant responsibility and the opportunity to shape customer success strategies and processes across EMEA.

• Innovative technology: Work at the intersection of artificial intelligence, blockchain intelligence, cybersecurity, and national security.

• International collaboration: Work alongside experienced professionals across Customer Success, Product, Sales, and other functions in a globally distributed organization.

• Remote-first environment: Benefit from an asynchronous working culture that supports collaboration across different locations and time zones.

• Professional development: Expand your expertise in AI-powered workflows, customer success strategy, blockchain intelligence, and emerging technologies.

• Continuous learning: Work in an environment that encourages experimentation, knowledge sharing, direct feedback, and continuous improvement.

• Career growth: Develop your professional impact within a growing technology organization operating in a rapidly evolving industry.