Senior Customer Success And Implementation Manager

Summary

Join TrustArc as a Senior Customer Success & Implementation Manager and play a crucial role in leading complex customer implementations and fostering long-term relationships. You will guide customers through the deployment and optimization of the TrustArc Data Privacy Management Platform, serve as a key post-implementation partner, and identify expansion opportunities. This role demands strong problem-solving and project management skills, a deep understanding of privacy principles (CIPM certification preferred), and the ability to interpret regulatory impacts on client operations. You will collaborate with various teams, act as a trusted advisor to clients, and potentially mentor new team members. Success in this position requires a customer-centric mindset, strong communication skills, and the ability to manage multiple projects simultaneously. The ideal candidate is a privacy-savvy professional passionate about delivering exceptional customer experiences and driving strategic growth within a dynamic SaaS company.

Requirements

• 3+ years of experience delivering enterprise SaaS solutions, with a minimum of 2 completed full lifecycle implementations
• Strong understanding of privacy regulations and operationalization
• Experience in data analysis, report creation, process flow design, and platform configuration
• Ability to independently manage multiple projects, prioritize tasks, and deliver solutions that meet or exceed expectations
• Strong verbal and written communication skills, with a proven ability to deliver workshops and presentations to diverse audiences
• Demonstrated ability to work cross-functionally and influence internal stakeholders to advocate for customer needs
• Proven success in building long-term customer relationships, with a focus on fostering trust, loyalty, and customer success
• Minimum of 2 years in an Implementation & Customer Success Manager role within an enterprise environment, with experience managing and mentoring team members

Responsibilities

• Lead complex, multi-application implementations, ensuring successful project execution, on-time delivery, and customer satisfaction
• Manage implementation plans and coordinate cross-functional stakeholders
• Build and sustain strong relationships with clients, acting as a strategic advisor by understanding their business objectives, privacy challenges, and long-term goals
• Be a trusted advocate for their needs internally
• Provide practical guidance on operationalizing processes, data flows, and regulatory impacts, and lead trainings to optimize the platform for client use cases
• Manage implementations ensuring the platform aligns with customer-specific requirements
• Partner with Product Management and Engineering teams to translate customer feedback into actionable insights for product enhancements, driving continuous improvement and innovation
• Monitor platform usage, analyze trends, and identify growth opportunities
• Collaborate with Sales on upsell strategies and expansion opportunities within existing accounts
• Support colleagues on complex customer calls and provide thought leadership within the Customer Success team
• Represent TrustArc at key industry events, including privacy conferences, to strengthen customer relationships and gather market insights

Preferred Qualifications

CIPM certification

Benefits

• Health, Vision, and Dental Care (also available for partner)
• Endless PTO Program
• 100% Work from Home
• Opportunities to participate in health-focused activities - mindfulness, wellness, active lifestyle
• $2,500 active employee referral program
• Compensation: 90,000 - 120,000 per year