Senior Customer Success Manager
Senior Customer Success Manager
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$ 88875 - 133312
1 Vacancy
Job Description
Strength in Trust
OneTrusts mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences automates the governance of data with integrated risk management across privacy security IT/tech thirdparty and AI risk and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader OneTrust boasts over 300 patents and serves more than 14000 customers globally ranging from industry giants to small businesses.
The Challenge
We are looking for a Senior Customer Success Manager to join our Customer Experience team. In this role you willact as a trusted advisor for our strategic customers from the start of their journey to renewal in a hightomedium touch role. As a Senior CSM you will be assigned to a portfolio of customersand be responsible for the success of those main goal will be to ensure our key customers are happy and satisfied with the products they have Senior CSMs are hyperfocused on delivering revenue retention and growth through alignment adoption and worldclass customer engagement. You will beresponsible for managing the customer relationship ensuring they are getting full value out the platformpartnering 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. As the customers you support grow with OneTrust the scope of work will expand as well as you will be responsible for supporting alllive products. You will be on the forefront of evangelizing Trust in the workplace.
Your Mission
- Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customerlifecycle
- Act as the primary contact and sherpa to help your customers navigate OneTrust Collaborate crossdepartmentally to provide product expertise
- Accelerate customer solutions through knowledge of theirbusinessand best practice guidance
- Deliverproactive communication and manage missioncritical escalations
- Align customers 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 customers 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 OneTrusts 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 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
- 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 businesscritical issues and capable of handling customer escalations
- Thrive in a fastpaced start up environment and skilled at prioritizing incoming requests
- Strategic thinker at your happiest when problemsolving and comfortable making decisions
- Independentbut also a team player
- Willing to travel job requires (Estimated 1020
Your Experience Includes
- BA/BS in a relevant subject is required
- 56 years in a clientfacing rolewithin a CSM professional services or technical consultingrole
- Effective customerfacing communication skills. Proven success in and genuine enthusiasm for working directly with customer
- Track record of successful engagement across corporate functions (Professional ServicesEngineering Salesand 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 relationshipswith key customer stakeholdersat all levels includingCsuite 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 highgrowth company
For California Colorado Connecticut Nevada New York Rhode Island and Washingtonbased candidates: the annual base pay range for this role is listed below. Within this range individual pay is determined by several factors including location jobrelated skills work experience and relevant education and/or training. This role may also be eligible for discretionary bonuses equity and/or commissions as well as benefits.
Salary Range
$88875 $133312.50 USD
Where we Work
OneTrust embraces a flexible working model. The underlying why for our workplace strategy is that we are intentional about the culture that we want to create together. That includes bringing teams together inperson throughout the year to collaborate build connections learn from each other and celebrate our wins toFinish Stronger.
Each role may have specific flexible hybrid or inoffice requirements so we encourage you to verify the location of the role with your recruiter during your first interview.
Benefits
As an employee atOneTrust you will be part of the OneTeam. That means youll 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 stock options annual performance bonus opportunities retirement account support 14 weeks of paid parental leave career development opportunities companypaid privacy certification exam fees and much more. Specific benefits differ by country. For more information talk to your recruiter or visit onetrust/careers.
Resources
Check out the following to learn more about OneTrust and its people:
Your Data
You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in ourPrivacy Overview.You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on theData Subject Request Form.
Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our fraudulent jobs interviews and job offers use fake websites email addresses group chat and text messages. Be aware that we never ask candidates for personal information IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat and do not require candidates to purchase products or services or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an @onetrust email address. You may also receive legitimate emails from @. Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a @docusign email address. For more information or if you have been targeted please reach out to .
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. As a pioneer your voice and expertise will help chart the direction of an entirely new industry Trust. 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.
Required Experience:
Manager
Employment Type
Full Time
