Customer Success and Implementation Manager
About The Position
As a Customer Success Manager, you will lead enterprise-scale SaaS deployments across TrustArcâs privacy, risk, and AI-enabled solutions. Youâll combine technical fluency, consultative project leadership, and a customer-obsessed mindset to drive measurable outcomes from onboarding through value realization. This role requires a strategic thinker who can translate complex privacy and compliance challenges into clear, actionable solutions within the TrustArc platform, ensuring our clients achieve adoption, ROI, and long-term success. Once a customer is implemented, you will continue as their success partner, guiding the ongoing lifecycle through proactive insights, platform optimization, and expansion planning. Youâll also serve as a trusted advisor internally, advocating for customers, surfacing trends, and influencing the product roadmap. This is not a quota-carrying role, but it is deeply tied to customer health, retention, and growth metrics.
Requirements
- 5+ years leading SaaS implementations or Customer Success engagements with enterprise clients (Fortune 1000 experience preferred).
- Technical expertise: Strong understanding of SaaS architecture, integrations (APIs, SSO, data connectors), and ability to troubleshoot platform configurations.
- AI fluency: Familiarity with AI-enabled SaaS products and ability to articulate value to business and technical stakeholders.
- Consultative mindset: Ability to translate complex regulatory and technical concepts into simple, outcome-driven solutions for clients.
- Project management mastery: Proven experience managing multi workstream projects; PMP or comparable certification preferred.
- Business acumen: Demonstrated success aligning implementation outcomes with measurable customer value (ROI, TTV, adoption).
- Change management agility: Skilled at navigating competing priorities and influencing cross-functional stakeholders toward resolution.
- Communication excellence: Executive-level presence with ability to engage both technical and business audiences.
- Curiosity and accountability: Self-starter who seeks to learn continuously and holds self and teams accountable for excellence.
Responsibilities
- Lead implementations: Configure and optimize TrustArc platform modules to align with client data flows, integrations, and privacy governance frameworks.
- Project manage full implementations: Create onboarding and project plan with milestones, dependencies, and acceptance criteria; manage all phases from kick-off to go-live.
- Drive AI-enabled adoption: Guide clients in leveraging TrustArcâs AI-powered features (e.g., Nymity AI, automation in Data Inventory and Assessments) to enhance accuracy, efficiency, and insight generation.
- Consult strategically: Translate complex privacy and risk requirements into practical platform configurations and business outcomes.
- Facilitate cross-functional delivery: Coordinate Product, Engineering, and Support teams to resolve blockers and ensure timely, high-quality delivery.
- Lead customer meetings: Conduct executive kick-offs, training sessions, and regular status reviews emphasizing best practices and measurable progress.
- Monitor customer health: Track platform engagement, usage metrics, and adoption triggers in Salesforce; flag risks early and develop proactive success plans.
- Document and improve: Maintain complete project documentation, capturing lessons learned and client feedback to continually refine implementation processes.
- Collaborate on roadmap: Partner with Product and Engineering to relay customer feedback and participate in solution design discussions.
- Stay current: Maintain expertise on TrustArcâs privacy, AI, and data governance offerings as well as evolving industry standards.
Benefits
- Health, Vision, and Dental Care (also available for partner)
- Endless PTO Program
- 100% Work from Home
- Opportunities to participate in regional philanthropic activities
- Opportunities to participate in health-focused activities - mindfulness, wellness, active lifestyle
- $2,500 active employee referral program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
251-500 employees
