Customer Success & Implementation Mananager

TrustArc Inc; Canada; On-site; CAD 127,000 - 156,000; Full time

Benefits offered by this job

Unlimited PTO

Flexible working hours

Work from home environment

Learning & development

Job summary

TrustArc Inc. is seeking a Customer Success & Implementation Manager to own a portfolio of enterprise customers from kickoff through lifetime value.

You will train client teams to configure TrustArc, leverage Arc Intelligence, and connect it to HR/CRM/marketing systems so privacy programs deliver measurable results. You will drive platform adoption, manage multi-workstream projects, and serve as trusted advisor while flagging renewal risk early.

Qualifications

• 5+ years leading SaaS implementations or customer success engagements with enterprise clients.
• Ability to scope integrations with IT teams and explain to daily users.
• Experience driving platform adoption and value realization for customers.
• Knowledge of AI-enabled SaaS products and related business value.

Responsibilities

• Manage enterprise implementations from kickoff through lifecycle.
• Train customers to configure TrustArc platform modules.
• Drive platform adoption across your portfolio.
• Teach customers to use Arc Intelligence suite in daily privacy work.
• Guide integration of TrustArc with HR, CRM, and other systems.
• Capture and manage customer feature requests with business cases.
• Serve as primary contact and trusted advisor; run renewal-focused reviews.

Skills

Systems thinking

Technical

AI fluency

Consultative mindset

Project management

Business acumen

Change management

Communication

Training/enablement

Cross-functional collaboration

Tools

SFDC

Gong

Claude

Job description

The Opportunity

We're looking for a Customer Success & Implementation Manager to join TrustArc's Customer Success & Implementation team. You'll own a portfolio of customers from kickoff through their lifetime with TrustArc. You'll teach their teams to configure TrustArc, use its AI-powered features and connect it to the systems where their personal data actually lives, so their privacy program delivers results they can show their leadership. This role carries no revenue target.

A lot of privacy software gets bought, configured, and then run on spreadsheets. The customers who get the most from TrustArc have it connected to their HR, CRM, marketing and support systems, so their DSARs, RoPA and assessments run on live data. Your job is to get every customer in your book there, and to leave their team able to run and extend it themselves.

What You Will Do:

• Manage enterprise implementations from kickoff through their lifecycle

• Train customers to configure their own TrustArc platform across the portfolio of modules

• Drive platform adoption across your portfolio.

• Teach customers to use TrustArc's Arc Intelligence suite - AI-powered features - in their day-to-day privacy work

• Show customers how to connect their AI assistants to TrustArc through our MCP server, and what that opens up for their team

• Assist customers with building and maintaining Worakto integration recipes that connect TrustArc to their HR, CRM, marketing and support systems, starting from how their personal data actually flows

• Organize customer Feature Requests. Capture each one with the business case and manage expectations with the customers

• Be the primary contact and trusted advisor to your customers

• Run business reviews that report on outcomes and adoption, not activity

• Flag renewal risk early

You are:

• A systems thinker. When a customer walks you through a process, you're already determining how best to guide the customer through configuration to meet their business requirements. You can connect the dots.

• Technical enough to scope an integration with a customer's IT team, and clear enough to explain it to their day to day users

• Driven by outcomes. You consider a project done when the customer is running it without you

• Organized across many projects at once, and you keep Salesforce current without being chased

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.

• Training or enablement experience: you can teach a technical topic to a non-technical audience and leave them able to do it themselves

• Business acumen: Demonstrated success aligning implementation outcomes with measurable customer value (ROI, TTV, adoption).

• SFDC, Gong, Claude savvy

Nice to Have

• Hands-on time with a privacy platform ( OneTrust, Securiti or similar)

• Using AI assistants connected to business systems through MCP

• Working knowledge of GDPR, CCPA/CPRA and emerging AI regulation, and how DSARs, RoPAs and DPIAs work in practice

• Spanish fluency

The Job

$90,000 - $110,000 a year

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 [e-mail] 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.