Senior Customer Success and Implementation Manager

Role Overview

• 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. Be a trusted advocate for their needs internally.
• 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.

Requirements

• 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.

Benefits

• 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.