Senior Customer Success Manager
Senior Customer Success Manager
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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 seeking aSenior 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 capacity. As a Senior CSM you will manage a portfolio of customers and be responsible for their success. Your primary goal will be to ensure our key customers are satisfied with the products they have purchased. Our Senior CSMs focus on delivering revenue retention and growth through alignment adoption and exceptional customer engagement. You will manage customer relationships ensure they derive full value from the platform collaborate with Sales Product Engineering and Consulting teams to provide toptier support and work to ensure adoption and growth within your accounts. As your customers grow with OneTrust your scope of work will expand to support alllive products. You will be at the forefront of promoting trust in the workplace.
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 guide 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 them 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 practices nurture valueadded activities proactively identify risks 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 adoption or possible expansion.
Deliver and communicate ROI for your customers throughout their lifecycle ensuring they derive maximum value from their investment in OneTrust and fully leverage their subscription.
You Are
An excellent communicator who understands how messaging resonates with different stakeholders and can tailor your style to meet the audience.
Motivated to drive outcomes for your customers viewing customer success as your own.
Comfortable holding other stakeholders accountable and unafraid to speak up when needed.
A technology enthusiast eager 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.
Thriving in a fastpaced startup environment and skilled at prioritizing incoming requests.
A strategic thinker who enjoys problemsolving and is comfortable making decisions.
Independentyet also a team player.
Willing to travel as the job requires (Estimated 1020%).
Your Experience Includes
BA/BS in a relevant subject.
56 years in a clientfacing rolewithin a CSM professional services or technical consultingcapacity.
Effective customerfacing communication skills.
Proven success in and genuine enthusiasm for working directly with customers.
Track record of successful engagement across corporate functions (Professional ServicesEngineering Salesand Product Management).
Management of Enterprise and 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 individual who takes the initiative to get things done and thrives in the dynamic environment of a highgrowth company.
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 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 @ 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 @ 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
