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Role Description

As a Senior Customer Success & Implementation Manager at TrustArc, you will play a crucial role in both leading complex customer implementations and nurturing long-term relationships. A TrustArc CSI:

• Guides customers through the successful deployment, scaling, and optimization of the applications within the TrustArc Data Privacy Management Platform.
• Is AI-curious - have you created anything? I’d love to learn more about what you’ve been working on, how and why.
• Serves as a key post-implementation partner, proactively driving customer satisfaction, assisting in identifying expansion opportunities, and providing strategic product feedback.
• Is a self-starter who excels in high-paced environments and thrives in change and ambiguity. Our top performers have a growth mindset and pride themselves in being coachable.
• Is a master collaborator - you will partner with our Go-To-Market, Product Management, Engineering, and Technical Support teams and are the primary point of contact for implementation projects and ongoing Customer Success while acting as a trusted advisor for our clients.
• Bi-lingual is a major plus (Spanish).

This role requires strong problem-solving skills, time and project management skills, knowledge of privacy principles (CIPM certification is ideal), and the ability to interpret how regulatory trends may impact client operations. In addition, you may help train new team members and manage internal initiatives. As an escalation point for complex client issues, your problem-solving skills and customer advocacy will be critical in shaping both customer success and the future of the TrustArc platform.

What You'll Do

• 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.
• 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.

Key Metrics & Outcomes

• Successful on-time delivery of full lifecycle implementations.
• High customer satisfaction and retention, evidenced by customer NPS and churn reduction.
• Expanded customer usage and adoption, leading to increased upsell and cross-sell opportunities.
• Effective internal collaboration resulting in meaningful product enhancements based on customer feedback.

What You'll Bring

• 3+ years of experience delivering enterprise SaaS solutions, with a minimum of 2 completed full lifecycle implementations.
• Strong understanding of privacy regulations and operationalization (CIPM certification preferred).
• 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.
• This role will primarily serve East Coast and EU clients.
• This role is ideal for a privacy-savvy professional with a passion for delivering outstanding customer experiences, driving strategic growth, and influencing product development within a dynamic SaaS company.

What We Offer

• 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.
• $2,500 active employee referral program.
• Compensation: up to CA$ 130,000 CAD per year.
• Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.