Job description

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 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. APPLICATION INSTRUCTIONS If you’re interested in joining TRM, we encourage you to apply directly. Every application is reviewed by our Talent team. Before applying, review the job description carefully and highlight the experience and impact that best demonstrate the required qualifications. Please also provide thoughtful and accurate answers to the application questions, as these will be used to evaluate your skills and qualifications for the role. If you send your resume directly to someone at TRM, we can’t guarantee it will reach the appropriate hiring team. Applying directly is the best way to ensure your application will be considered. INTERVIEWING WITH TRM Our process is designed to understand how you think, solve problems, and deliver impact, while allowing you to evaluate TRM. Most interview processes include a case study, an AI skills assessment, and a Leadership Principles interview. - Recruiter Intro: Qualifications, motivations, and alignment with the role. - Hiring Manager: Deep dive into your relevant experience, skills, and impact. - First Round: 1–2 interviews focused on the skills most critical to the role. - Final Round: Hands-on case study. This is usually a panel-style session where we go deeper into your craft, problem-solving, and alignment with TRM. - References: Former colleagues who can provide insight into your work and impact. - Offer: Congrats! Your recruiter will present the offer and compensation details. - Welcome to TRM: We're excited to build a safer world with you! Your recruiter will share your specific interview plan and preparation guidance along the way. AI FLUENCY AT TRM AI fluency is a baseline expectation at TRM. We believe AI meaningfully changes how top performers operate. We expect every team member to use AI to accelerate and reimagine their craft, not just automate surface tasks. At TRM, AI fluency means you are among the top 10 percent of operators in your function in how you apply AI to: - Accelerate repeatable workflows - Structure and solve problems - Improve output quality - Increase speed and leverage You will be evaluated on applied AI fluency during the interview process. LIFE AT TRM We are building a safer world. That promise shows up in how we work every day. TRM moves FAST. We are a high-velocity, high-ownership team that expects clarity, follow-through, and impact. People who thrive here are energized by hard problems, experimentation, and continuous feedback. If something takes months elsewhere, it will ship here in days. Our work sits at the intersection of AI, national security, and fighting crime. The problems are complex, the stakes are real, and the environment evolves quickly. The pace and intensity of the work reflect the importance of the mission. As a result, the way we operate requires a high level of ownership, adaptability, collaboration, and creative problem-solving. At TRM, you should expect: - Priorities and targets to change quickly - Operating with a high degree of ambiguity - A high level of personal ownership and accountability - Close collaboration across teams and functions - Frequent, high-touch communication - Creative problem-solving and out-of-the-box thinking - A pace that rewards urgency, adaptability, and outcomes This environment is energizing for people who enjoy building, solving hard problems, and making progress in situations that are not always fully defined. It also requires thriving in ambiguity, adjusting course as new information emerges, and maintaining focus and positivity in a fast-moving and intense environment. We also recognize that this style of operating is not for everyone. If you are primarily optimizing for predictability or a consistently balanced workload, we encourage you to use the interview process to pressure-test whether this environment is truly the right fit. We want teammates who thrive here, not just survive here. If you are excited by meaningful problems, motivated by ambitious goals, and energized by working alongside mission-driven colleagues, there is a good chance you will find TRM to be an exceptional place to grow and contribute. LEADERSHIP PRINCIPLES We hire and grow against three leadership principles. They’re the standards for how we operate, treat each other, and make decisions. - Impact-Oriented Trailblazer: We put customers first and move with speed, focus, and adaptability. We treat every plan like an experiment – test, ship, measure, and iterate quickly. - Master Craftsperson: We care deeply about our craft. We balance speed with high standards, own outcomes end‑to‑end, and invest in getting better everyday. - Inspiring Colleague: We add clarity and energy, not noise. We bring humility, candor, and a one‑team mindset — giving and receiving feedback to make the team stronger. JOIN OUR MISSION At TRM, we care deeply about our craft. We are looking for individuals who want their work to matter, who experiment with speed and rigor, and who take pride in building a safer world for billions of people. If you’re excited by TRM’s mission but don’t check every box, we encourage you to apply — we hire for slope, judgment, and the will to learn fast. TRM is a Series C company with $220M in total funding, backed by Goldman Sachs, Bessemer, Y Combinator, Thoma Bravo, and others. Headquartered in San Francisco, TRM operates as a distributed-first company with hubs in Los Angeles, San Francisco, New York, Washington D.C., London, and Singapore. PRIVACY POLICY AND ADDITIONAL INFORMATION By submitting your application, you agree to allow TRM Labs to process your personal information in accordance with our Privacy Policy trmlabs.com. We collect the information you provide (such as your resume, work history, and contact details) solely for the purpose of evaluating your candidacy for current and future roles at TRM. Because our hiring cycles for certain positions may span 24 to 36 months, we retain your personal information for up to 36 months from the date of your application. After that period, your data is deleted unless a different retention period is required or permitted by law. If you are located in the European Economic Area, the United Kingdom, or another jurisdiction with applicable data protection laws, you have the right to access, correct, or request deletion of your personal data at any time before that period ends. To exercise any of these rights, contact us at privacy@trmlabs.com. To notify TRM Labs that you believe this job posting is non-compliant, please submit a report through this form docs.google.com. No response will be provided to inquiries unrelated to job posting compliance. The use of AI tools of any kind (including but not limited to notetakers, interview assistants, and real-time coaching tools such as Otter.ai, Fireflies, Fathom, Cluey, or similar) during TRM interviews is not permitted without prior approval from TRM. TRM uses its own internal tools for note-taking to ensure a consistent and confidential experience for all candidates. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this form docs.google.com. 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.

Requirements

Must-haves

BUILD A SAFER WORLD.
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.
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.
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
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.
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.

Nice-to-haves

Familiarity with blockchain intelligence, crypto investigations, or financial-crime workflows.
Experience supporting federal law enforcement or national security customers.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aigo

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

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