Customer Success and Implementation Manager

Customer Success and Implementation Manager Join TrustArc as a Customer Success and Implementation Manager, leading enterprise‑scale SaaS deployments across our privacy, risk, and AI‑enabled solutions. You’ll combine technical fluency, consultative project leadership, and a customer‑obsessed mindset to drive measurable outcomes from onboarding through value realization. What You Will Do Lead implementations: configure and optimize TrustArc platform modules to align with client data flows, integrations, and privacy governance frameworks. Project manage full implementations: create onboarding and project plans with milestones, dependencies, and acceptance criteria; manage all phases from kickoff to go‑live. Drive AI‑enabled adoption: guide clients in leveraging TrustArc’s AI‑powered features (e.g., Nymity AI, automation in Data Inventory and Assessments) to enhance accuracy, efficiency, and insight generation. Consult strategically: translate complex privacy and risk requirements into practical platform configurations and business outcomes. Facilitate cross‑functional delivery: coordinate Product, Engineering, and Support teams to resolve blockers and ensure timely, high‑quality delivery. Lead customer meetings: conduct executive kick‑offs, training sessions, and regular status reviews emphasizing best practices and measurable progress. Monitor customer health: track platform engagement, usage metrics, and adoption triggers in Salesforce; flag risks early and develop proactive success plans. Document and improve: maintain complete project documentation, capturing lessons learned and client feedback to continually refine implementation processes. Collaborate on roadmap: partner with Product and Engineering to relay customer feedback and participate in solution design discussions. Stay current: maintain expertise on TrustArc’s privacy, AI, and data governance offerings as well as evolving industry standards. 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‑work‑stream 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. Metrics of Success 100 % of projects delivered on time, within scope, and meeting defined success criteria. Customer onboarding satisfaction > 90 %. Demonstrated customer adoption of AI‑enabled platform features. Measurable improvement in Time‑to‑Value (TTV) and renewal readiness. What We Offer Health, Vision, and Dental Care (also available for partner). Endless PTO Program. 100 % Work from Home. Opportunities to participate in regional philanthropic activities. Opportunities to participate in health‑focused activities—mindfulness, wellness, active lifestyle. $2,500 active employee referral program. Compensation: up to $100,000 CAD per year, dependent on skills, experience, qualifications, and location. Typical range: $80,000 – $100,000 CAD. About Us TrustArc is the leader in data privacy, automating and simplifying the creation of end‑to‑end privacy management programs for global organizations. Our platform delivers the depth of privacy intelligence and automation essential for the growing number and complexity of privacy regulations. We invest in our team members’ work‑life balance, offering unlimited paid time off, flexible working hours, and a work‑from‑home environment. We provide industry‑specific learning, weekly virtual team events, and support our employees through a diverse and inclusive workplace built on our core values: Customer Obsessed, Fearless, Accountable, Collaborative, Agile, Transparent, and Effective. Equal Opportunity TrustArc is a proud Equal Opportunity Employer committed to diversity and inclusion. We do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally protected status. Reasonable accommodations are available for applicants with disabilities. We use AI tools to support parts of the hiring process, but final hiring decisions are made by humans. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Software Development Referrals increase your chances of interviewing at TrustArc by 2x. #J-18808-Ljbffr