Customer Success and Implementation Manager

The Opportunity As a Customer Success Manager, you will lead enterprise-scale SaaS deployments across TrustArc’s 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. This role requires a strategic thinker who can translate complex privacy and compliance challenges into clear, actionable solutions within the TrustArc platform, ensuring our clients achieve adoption, ROI, and long-term success. Once a customer is implemented, you will continue as their success partner, guiding the ongoing lifecycle through proactive insights, platform optimization, and expansion planning. You’ll also serve as a trusted advisor internally, advocating for customers, surfacing trends, and influencing the product roadmap. This is not a quota-carrying role, but it is deeply tied to customer health, retention, and growth metrics. 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 plan with milestones, dependencies, and acceptance criteria; manage all phases from kick-off 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 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. 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 Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. About Us As the leader in data privacy, TrustArc automates and simplifies the creation of end-to-end privacy management programs for global organizations. TrustArc is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, TrustArc helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit www.trustarc.com. We invest in our teammember’s work-life balance, with unlimited paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have weekly virtual team events such as trivia games, celebrating “international pet day”, lunch’n’learns, exercise classes, Women at TrustArc ERG, and many more. All of our above initiatives and employee support is in line with our seven core values: Customer Obsessed, Fearless, Accountable, Collaborative, Agile, Transparent and Effective. We like to encourage our employees to end each day with the question: “Which value(s) did I demonstrate today?” And we acknowledge exceptional work through our semi-annual awards, which includes a paid vacation! Equal Opportunity TrustArc is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. TrustArc does 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. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others. If you need reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, contact us at [email protected] and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Apply tot his job