Customer Success & Implementation Manager

Job description

## **The Opportunity** We're looking for a Customer Success & Implementation Manager to join TrustArc's Customer Success & Implementation team. You'll own a portfolio of customers from kickoff through their lifetime with TrustArc. You'll teach their teams to configure TrustArc, use its AI-powered features and connect it to the systems where their personal data actually lives, so their privacy program delivers results they can show their leadership. This role carries no revenue target. A lot of privacy software gets bought, configured, and then run on spreadsheets. The customers who get the most from TrustArc have it connected to their HR, CRM, marketing and support systems, so their DSARs, RoPA and assessments run on live data. Your job is to get every customer in your book there, and to leave their team able to run and extend it themselves. **What You Will Do:** - Manage enterprise implementations from kickoff through their lifecycle - Train customers to configure their own TrustArc platform across the portfolio of modules - Drive platform adoption across your portfolio. - Teach customers to use TrustArc's Arc Intelligence suite - AI-powered features - in their day-to-day privacy work - Show customers how to connect their AI assistants to TrustArc through our MCP server, and what that opens up for their team - Assist customers with building and maintaining Worakto integration recipes that connect TrustArc to their HR, CRM, marketing and support systems, starting from how their personal data actually flows - Organize customer Feature Requests. Capture each one with the business case and manage expectations with the customers - Be the primary contact and trusted advisor to your customers - Run business reviews that report on outcomes and adoption, not activity - Flag renewal risk early **You are:** - A systems thinker. When a customer walks you through a process, you're already determining how best to guide the customer through configuration to meet their business requirements. You can connect the dots. - Technical enough to scope an integration with a customer's IT team, and clear enough to explain it to their day to day users - Driven by outcomes. You consider a project done when the customer is running it without you - Organized across many projects at once, and you keep Salesforce current without being chased **What You Will Bring:** - **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. - **Training or enablement experience:** you can teach a technical topic to a non-technical audience and leave them able to do it themselves - **Business acumen:** Demonstrated success aligning implementation outcomes with measurable customer value (ROI, TTV, adoption). - SFDC, Gong, Claude savvy **Nice to Have** - Hands-on time with a privacy platform ( OneTrust, Securiti or similar) - Using AI assistants connected to business systems through MCP - Working knowledge of GDPR, CCPA/CPRA and emerging AI regulation, and how DSARs, RoPAs and DPIAs work in practice - Spanish fluency ### The Job **What You Will Do:** - Manage enterprise implementations from kickoff through their lifecycle - Train customers to configure their own TrustArc platform across the portfolio of modules - Drive platform adoption across your portfolio. - Teach customers to use TrustArc's Arc Intelligence suite - AI-powered features - in their day-to-day privacy work - Show customers how to connect their AI assistants to TrustArc through our MCP server, and what that opens up for their team - Assist customers with building and maintaining Worakto integration recipes that connect TrustArc to their HR, CRM, marketing and support systems, starting from how their personal data actually flows - Organize customer Feature Requests. Capture each one with the business case and manage expectations with the customers - Be the primary contact and trusted advisor to your customers - Run business reviews that report on outcomes and adoption, not activity - Flag renewal risk early **You are:** - A systems thinker. When a customer walks you through a process, you're already determining how best to guide the customer through configuration to meet their business requirements. You can connect the dots. - Technical enough to scope an integration with a customer's IT team, and clear enough to explain it to their day to day users - Driven by outcomes. You consider a project done when the customer is running it without you - Organized across many projects at once, and you keep Salesforce current without being chased **What You Will Bring:** - **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. - **Training or enablement experience:** you can teach a technical topic to a non-technical audience and leave them able to do it themselves - **Business acumen:** Demonstrated success aligning implementation outcomes with measurable customer value (ROI, TTV, adoption). - SFDC, Gong, Claude savvy **Nice to Have** - Hands-on time with a privacy platform ( OneTrust, Securiti or similar) - Using AI assistants connected to business systems through MCP - Working knowledge of GDPR, CCPA/CPRA and emerging AI regulation, and how DSARs, RoPAs and DPIAs work in practice - Spanish fluency