Senior/Principal Customer Success Manager

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like.

We are looking for a Senior/Principal Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role. As a Senior CSM, you will be assigned to a portfolio of customers and be responsible for the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased.

Our Senior CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer engagement. You will be responsible for managing the customer relationship, ensuring they are getting full value out of the platform, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working to ensure adoption and growth within your accounts.

Your Mission:

• Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle.
• Act as the primary contact and sherpa to help your customers navigate OneTrust.
• Collaborate cross-departmentally to provide product expertise.
• Accelerate customer solutions through knowledge of their business and best practice guidance.
• Deliver proactive communication and manage mission-critical escalations.
• Align customer’s roadmap with our product roadmap.
• Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.
• Understand each customer’s industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value.
• Deliver business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives.
• Utilize Adoption metrics to share best practice, nurture value-added activities, proactively identify risk and identify growth opportunities.
• Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategy.
• Utilize adoption stats to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
• Deliver and communicate ROI for your customers, throughout their lifecycle, ensuring your customers derive maximum value from their investment in OneTrust and fully leverage their subscription.

You Are:

• An excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience.
• Motivated to drive outcomes for your customers, you see Customer success as your own.
• Comfortable holding other stakeholders accountable and unafraid to get loud when needed.
• A lover of technology and someone who wants to learn how your customers use our products.
• Empathetic to your customers, able to drill down into their pain points and find solutions that meet their needs.
• Steady in the face of business-critical issues and capable of handling customer escalations.
• Thrive in a fast-paced start-up environment, and skilled at prioritising incoming requests.
• A strategic thinker, at your happiest when problem-solving, and comfortable making decisions.
• Independent, but also a team player.
• Willing to travel, job requires (Estimated 10-20%).

Your Experience Includes:

• BA/BS in a relevant subject is required.
• 6+ years in a client-facing role within a CSM role is mandatory.
• Effective customer-facing communication skills.
• Proven success in and genuine enthusiasm for working directly with customers.
• Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management).
• Management of Enterprise, Strategic customers.
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Ability to build relationships with key customer stakeholders at all levels, including C-suite level.
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment.
• Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude.
• Experience using SFDC, Gainsight and other CS Technology applications.
• An ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment that comes with a high-growth company.

Where we Work:

We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person. Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country.

Our Commitment to You:

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.