Deployment Strategist, Public Sector (Embedded Account)

About this role

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.

This is a single-customer Deployment Strategist role dedicated to a large government contract. Reporting into Customer Success, you'll be the embedded partner accountable for the customer’s success on TRM's AI investigation platform — owning adoption, value realization, and the trajectory of the account over a multi-year horizon, and coordinating the 25+ TRM personnel deployed onsite to make sure outcomes are achieved.

Early on, the work is equal parts standing up value and architecting the program: onboarding users, running trainings, and capturing wins so the customer feels TRM's impact from day one — while also defining the operating model, cadences, metrics, and the roadmap for how the account matures. As it does, more day-to-day execution shifts to the customer's own team and you move into the full steady-state DS remit — sustained adoption, reporting, business reviews, and the partnership that underpins renewal and expansion.

What you'll own

- Account success & value realization — you own the outcome: adoption, mission impact, and the value story that carries renewal and expansion.

- Program architecture & governance — define the operating model, cadences, decision rights, and escalation paths; own the program charter and keep it current.

- Onsite team coordination — coordinate across the 25+ TRM personnel deployed onsite, keeping the embedded team aligned and driving toward the outcomes the customer is counting on.

- Metric design & tracking — determine what gets measured (mission outcomes, platform usage, capability maturity), wire up the dashboards, and own the story the numbers tell — reported both internally and to the customer.

- Workload & transition strategy — author and drive the roadmap for shifting workflows from TRM-led to customer-led, deciding which move, on what timeline, and under what conditions, evolving the model from TRM-heavy to partnership to advisory.

- Adoption & enablement — onboard new platform users, field customer questions, and make sure users reach their first meaningful outcomes ("magic moments").

- Training & readiness — host platform trainings for HQ and field, and partner with TRM Academy so readiness gates are met before users take on live work.

- Value capture & communication — capture and record wins, communicate that value back through the regular drumbeat (standups, MBRs, QBRs), and translate program outcomes into the option-year and expansion narrative (the data backbone, not the deal-owner).

- Cross-functional coordination — act as the connective tissue across TRM — investigations, TRM Academy, Product/Engineering, and Capture/RevOps — keeping everyone aligned and unblocked.

- Customer deliverables & sprint coordination — help the customer produce the administrative deliverables they need and support their sprint coordination.

- Risk & issue management — maintain the risk log, flag threats to milestones, and drive mitigations.

What success looks like

- Year 1: The operating model, governance, and reporting are stood up; users are onboarded and active; trainings are running for HQ and field; and you're consistently capturing wins and communicating that value back — TRM's impact is visible and documented, and a deliberate shift of routine work toward the customer's team has begun.

- Year 2 and beyond: The account is in steady state on the full DS remit — sustained adoption, usage reporting, business reviews, deliverable support — with the customer owning more day-to-day execution and TRM's value clear enough to carry renewal and expansion.

What we're looking for

- Program management experience — you can own operating cadences, a multi-stakeholder roadmap, and cross-functional coordination without formal authority, not just track a schedule.

- Experience in customer success, deployment, or a strategist/CSM-type role, 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 — you understand the mission and the stakeholders.

- Experience delivering in or alongside government / public sector environments.

- Strong facilitation and communication skills — comfortable training both leadership and field users and translating usage and outcomes into a clear value story.

- AI fluency — you use AI tools to work faster and sharper, and can reason about how an AI investigation platform changes analyst workflows and where human judgment stays essential, helping 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.

About the Team:

- You'll join TRM's Customer Success / Deployment Strategist function as the dedicated owner of a large, single-customer government deployment.

- This is a net-new seat: you both stand up the program and architect how it matures, with high autonomy and high ownership.

- You'll coordinate a large embedded TRM team onsite and partner across TRM Academy, Product/Engineering, and Capture/RevOps.

- The bar is high: every DS is expected to pair program-ownership depth with the customer judgment to operate with ownership in a sensitive environment.

Team Operating Rhythms:

- Distributed, not distant. The team is US-based, with regular onsite presence in the DC metro area (up to 3 days per week).

- Synchronous onsite with the…