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Salary: USD 127,000 - 156,000 / annual
TRM Labs is an AI-powered intelligence platform helping public and private sector agencies investigate and disrupt crime. This Deployment Strategist role is a single-customer, embedded position reporting into Customer Success, dedicated to a large government contract.
You will be the embedded partner accountable for the customer's success on TRM's AI investigation platform over a multi-year horizon. You will own adoption, value realization, and account trajectory while coordinating 25+ TRM personnel deployed onsite to ensure outcomes are achieved.
Early work focuses on standing up value and architecting the program: onboarding users, running trainings, capturing wins, and defining the operating model, cadences, metrics, and roadmap for account maturation. As the account matures, day-to-day execution shifts to the customer's team, and you transition into steady-state responsibilities: sustained adoption, reporting, business reviews, and partnership management that underpins renewal and expansion.
Key responsibilities include:
- Own account success and value realization (adoption, mission impact, renewal/expansion narrative)
- Design and maintain program architecture, governance, operating model, decision rights, and escalation paths
- Coordinate the embedded onsite team, keeping 25+ TRM personnel aligned toward customer outcomes
- Design metrics and tracking (mission outcomes, platform usage, capability maturity); own dashboards and reporting
- Author and drive the roadmap for transitioning workflows from TRM-led to customer-led execution
- Onboard platform users, field questions, and drive adoption to first meaningful outcomes
- Host platform trainings for headquarters and field personnel; partner with TRM Academy on readiness gates
- Capture wins and communicate value through standups, monthly business reviews (MBRs), and quarterly business reviews (QBRs)
- Act as connective tissue across TRM (investigations, Academy, Product/Engineering, Capture/RevOps)
- Support customer deliverables and sprint coordination
- Maintain risk log, flag milestone threats, and drive mitigations
Success metrics: Year 1 focuses on standing up operating model, governance, and reporting; onboarding active users; running trainings; and consistently capturing and communicating TRM's impact with deliberate shift of routine work to the customer. Year 2+ emphasizes steady-state account management with customer owning more execution and TRM's value clear enough to carry renewal and expansion.
The role operates in a distributed, US-based team with regular onsite presence in the DC metro area (up to 3 days per week). You will work synchronously onsite with the customer and embedded team, asynchronously via Slack and Notion between engagements. Weekly 1:1 with manager, weekly program-health sync, and regular MBR/QBR cadence with customer. US business hours with overlap for internal syncs.
Within 30 days: map the deployment, meet embedded team and key stakeholders, stand up first automated weekly readout. Within 60 days: launch operating cadence and onboard first wave of users to meaningful outcomes with trainings running. Within 90 days: deliver first customer MBR/QBR with coherent metric story and transition roadmap.
REQUIREMENTS:
- Program management experience: ability to own operating cadences, multi-stakeholder roadmaps, and cross-functional coordination without formal authority
- Customer success, deployment, or strategist/CSM-type role experience, ideally embedded with a single strategic account
- Experience running QBRs/MBRs and managing revenue outcomes (adoption, renewal, expansion)
- Background in or alongside threat intelligence, scam disruption, cyber disruption, or critical infrastructure; understanding of mission and stakeholders
- Experience delivering in or alongside government/public sector environments
- Strong facilitation and communication skills; comfortable training leadership and field users; ability to translate usage and outcomes into clear value story
- AI fluency: use AI tools to work faster and sharper; ability to reason about how AI investigation platform changes analyst workflows and where human judgment remains essential; help non-technical users build trust in AI-assisted outputs
NICE TO HAVE:
- Familiarity with blockchain intelligence, crypto investigations, or financial-crime workflows
- Experience supporting federal law enforcement or national security customers
