The Opportunity
As a Senior Customer Success & Implementation Manager at TrustArc, you will play a crucial role in both leading complex customer implementations and nurturing long-term relationships. A TrustArc CSI:
1. Guides customers through the successful deployment, scaling, and optimization of the TrustArc Data Privacy Management Platform.
2. Serves as a key post-implementation partner, proactively driving customer satisfaction. Assist in identifying expansion opportunities and providing strategic product feedback.
3. Are self-starters who excel in high-paced environments and thrive in change and ambiguity Our top performers have a growth mindset and pride themselves in being coachable. We are a highly collaborative team.
4. Master collaborators - You will partner with our Go-To-Market, Product Management, Engineering, and Technical Support teams and are the primary point of contact for implementation projects and ongoing Customer Success while acting as a trusted advisor for our clients.
This role requires strong problem-solving skills, time and project management skills, knowledge of privacy principles (CIPM certification is ideal), and the ability to interpret how regulatory trends may impact client operations. In addition, you may help train new team members and manage internal initiatives. As an escalation point for complex client issues, your problem-solving skills and customer advocacy will be critical in shaping both customer success and the future of the TrustArc platform.
What You Will Do
- Implementation Management: Lead complex, multi-application implementations, ensuring successful project execution, on-time delivery, and customer satisfaction. Manage implementation plans and coordinate cross-functional stakeholders.
- Customer Engagement: 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.
- Technical Expertise: Provide practical guidance on operationalizing processes, data flows, and regulatory impacts, and lead trainings to optimize the platform for client use cases.
- Project Oversight: Manage implementations ensuring the platform aligns with customer-specific requirements.
- Cross-Department Collaboration: Partner with Product Management and Engineering teams to translate customer feedback into actionable insights for product enhancements, driving continuous improvement and innovation.
- Customer Success: Monitor platform usage, analyze trends, and identify growth opportunities. Collaborate with Sales on upsell strategies and expansion opportunities within existing accounts.
- Leadership & Mentorship: Support colleagues on complex customer calls and provide thought leadership within the Customer Success team.
- Event Representation: Represent TrustArc at key industry events, including privacy conferences, to strengthen customer relationships and gather market insights.
Key Metrics & Outcomes
- Successful on-time delivery of full lifecycle implementations.
- High customer satisfaction and retention, evidenced by customer NPS and churn reduction.
- Expanded customer usage and adoption, leading to increased upsell and cross-sell opportunities.
- Effective internal collaboration resulting in meaningful product enhancements based on customer feedback.
What You Will Bring
- Experience: 3+ years of experience delivering enterprise SaaS solutions, with a minimum of 2 completed full lifecycle implementations.
- Privacy Expertise: Strong understanding of privacy regulations and operationalization (CIPM certification preferred).
- Technical Proficiency: Experience in data analysis, report creation, process flow design, and platform configuration.
- Project Management: Ability to independently manage multiple projects, prioritize tasks, and deliver solutions that meet or exceed expectations.
- Communication Skills: Strong verbal and written communication skills, with a proven ability to deliver workshops and presentations to diverse audiences.
- Collaboration: Demonstrated ability to work cross-functionally and influence internal stakeholders to advocate for customer needs.
- Customer-Centric Mindset: Proven success in building long-term customer relationships, with a focus on fostering trust, loyalty, and customer success.
- Leadership & Mentorship: Minimum of 2 years in an Implementation & Customer Success Manager role within an enterprise environment, with experience managing and mentoring team members.
- Time-zone: This role will primarily serve East Coast and EU clients.
This role is ideal for a privacy-savvy professional with a passion for delivering outstanding customer experiences, driving strategic growth, and influencing product development within a dynamic SaaS company.
What We Offer
- 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
Compensation: 90,000 - 120,000 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 team member’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!
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