Deployment Strategist

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 customer and the embedded team; asynchronous between engagements in Slack and Notion. - Weekly 1:1 with manager and a weekly program-health sync; a regular MBR/QBR cadence with the customer. - Operates in US business hours with overlap for internal syncs. Required online and collaboration hours: - Schedule: US business hours, with overlap across TRM teams for internal syncs and coverage of the customer's operating hours. On-Call Responsibilities: - This role has no on-call responsibilities Travel Requirements: - Schedule: Hybrid onsite at the customer in the DC metro area; periodic travel to other sites as the mission requires. - Frequency: Up to 3 days a week onsite Onsite Requirements: - Schedule: Regular in-person presence at the customer site to coordinate the embedded team and run working sessions and trainings. - Frequency: Up to 3 days a week onsite Learn about TRM Speed in this position: - Within 30 days: map the deployment, meet the embedded team and key customer stakeholders, and stand up the first automated weekly readout so value is visible from the start. - Within 60 days: launch the operating cadence (standups, reporting, risk log) and onboard the first wave of users to their first meaningful outcomes, with trainings running for HQ and field. - Within 90 days: deliver the first customer MBR/QBR with a coherent metric story and captured wins, and publish the transition roadmap for shifting routine work toward the customer's team. The following represents the estimated range of compensation for this role: - Individual pay is determined by skills, qualifications, experience, and location. The compensation details listed in this posting reflect the US base salary only - The estimated base salary range for this role is $127,000-$156,000. - Additionally, this role may be eligible to participate in TRM's equity plan.