About This Role
This role is for a Customer Success & Implementation Manager to join Trust Arc's Customer Success & Implementation team. You will manage a portfolio of customers from kickoff through their lifetime with Trust Arc, teaching their teams to configure the platform, use its AI-powered features, and connect it to their personal data systems. The goal is to ensure customers maximize the value of Trust Arc for their privacy programs, moving beyond manual processes to live data integrations.
Responsibilities
- Manage enterprise implementations from kickoff through their lifecycle
- Train customers to configure their Trust Arc platform across the portfolio of modules
- Drive platform adoption across your portfolio
- Teach customers to use Trust Arc's Arc Intelligence suite (AI-powered features) in their day-to-day privacy work
- Show customers how to connect their AI assistants to Trust Arc through the MCP server
- Assist customers with building and maintaining Worakto integration recipes that connect Trust Arc to their HR, CRM, marketing, and support systems, starting from how their personal data actually flows
- Organize customer Feature Requests, capturing each with the business case and managing expectations
- Be the primary contact and trusted advisor to your customers
- Run business reviews that report on outcomes and adoption
- Flag renewal risk early
Requirements
- 5+ years leading SaaS implementations or Customer Success engagements with enterprise clients (Fortune 1000 experience preferred)
- Strong understanding of SaaS architecture, integrations (APIs, SSO, data connectors), and ability to troubleshoot platform configurations
- Familiarity with AI-enabled SaaS products and ability to articulate value to business and technical stakeholders
- Ability to translate complex regulatory and technical concepts into simple, outcome-driven solutions for clients
- Proven experience managing multi-workstream projects; PMP or comparable certification preferred
- Demonstrated success aligning implementation outcomes with measurable customer value (ROI, TTV, adoption)
- Skilled at navigating competing priorities and influencing cross-functional stakeholders toward resolution
- Executive-level presence with ability to engage both technical and business audiences
- Self-starter who seeks to learn continuously and holds self and teams accountable for excellence
- Training or enablement experience: ability to teach a technical topic to a non-technical audience and leave them able to do it themselves
- SFDC, Gong, Claude savvy
Nice to have:
- Hands-on time with a privacy platform (One Trust, 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
About the Company
As the leader in data privacy, Trust Arc automates and simplifies the creation of end-to-end privacy management programs for global organizations. Trust Arc is the only company to deliver the depth of privacy intelligence, coupled with complete platform automation, essential for the growing number of privacy regulations in an ever-changing digital world. The company has a global team across the Americas.
