Customer Success & Implementation Mananager

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