Customer Success & Implementation Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee enterprise implementations from initiation through their entire lifespan.

• Educate clients on how to configure their TrustArc platform utilizing the full range of modules.

• Promote platform adoption throughout the customer portfolio.

• Instruct customers in utilizing TrustArc’s AI-driven Arc Intelligence features in their daily privacy operations.

• Demonstrate to clients how to link AI assistants to TrustArc via its MCP server.

• Support customers in developing and sustaining Workato integration recipes that connect TrustArc with HR, CRM, marketing, and support systems.

• Manage customer feature requests, document business cases, and oversee customer expectations.

• Act as the primary point of contact and a reliable advisor to customers.

• Conduct business reviews that emphasize outcomes and adoption rates.

• Identify renewal risks early on.

• Assist customers in configurations that align with their business needs.

• Collaborate with customer IT teams to define integrations and communicate them to daily users.

• Keep Salesforce records updated across various projects.

⛳️ Requirements

• A minimum of 5 years’ experience leading SaaS implementations or Customer Success initiatives with enterprise clients.

• Strong grasp of SaaS architecture, integrations, APIs, SSO, and data connectors.

• Proficient in troubleshooting platform configurations.

• Familiarity with AI-enhanced SaaS products.

• Ability to convey value to both business and technical stakeholders.

• Capable of simplifying complex regulatory and technical concepts into straightforward, outcome-focused client solutions.

• Proven track record in managing multi-workstream projects.

• Demonstrated success in aligning implementation results with quantifiable customer value, including ROI, TTV, and adoption rates.

• Skilled in managing competing priorities and influencing cross-functional stakeholders towards resolution.

• Possess an executive-level presence with the ability to engage both technical and business audiences.

• Proficient in teaching technical subjects to non-technical audiences.

• Knowledgeable in SFDC, Gong, and Claude.

• Fluency in Spanish is preferred.

• Experience with Fortune 1000 companies is preferred.

• PMP or a comparable certification is preferred.

• Hands-on experience with privacy platforms such as OneTrust or Securiti is preferred.

• Experience utilizing AI assistants connected to business systems via MCP is preferred.

• Familiarity with GDPR, CCPA/CPRA, emerging AI regulations, DSARs, RoPAs, and DPIAs is preferred.

🏝️ Benefits

• Unlimited paid time off.

• Flexible working hours.

• Remote work environment.

• Industry-specific learning support.

• Weekly virtual team events, including trivia games, international pet day celebrations, lunch’n’learns, and exercise classes.

• Women at TrustArc Employee Resource Group.

• Semi-annual awards, which include a paid vacation.

• Commitment to equal opportunity and a diverse, inclusive workplace.

• Reasonable accommodations available during the application and interview process.