Customer Success & Implementation Mananager

Your tasks

• 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

Requirements

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