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 third-party 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
Were looking for a Senior Customer Success Manager to join our Customer Experience team. In this high-to-medium touch role youll act as a trusted advisor for a portfolio of strategic customersfrom onboarding through to renewal. Your mission To drive customer satisfaction adoption and long-term value.
As a Senior CSM youll partner cross-functionally with Sales Product Engineering and Consulting teams to ensure your customers are successful with OneTrust. Youll be at the forefront of promoting Trust in the workplace ensuring each customer gets the most out of our platform.
Your Mission
Build strong relationships with key customer stakeholders and executive sponsors to become a strategic advisor throughout the customer lifecycle.
Serve as the main point of contact to guide customers through their OneTrust journey and ensure adoption of our platform.
Collaborate cross-functionally to deliver product expertise address escalations and align on customer roadmaps.
Understand each customers business goals and industry to deliver tailored best-practice guidance.
Advocate for customer needs internally and manage feature request communications with Product and Engineering teams.
Lead strategic business reviews and communicate ROI and progress toward business objectives.
Use adoption metrics and insights to proactively manage risk drive engagement and identify growth opportunities.
Own the Net ARR for your portfolio by balancing retention and expansion strategies.
You Are
An excellent communicator who tailors messaging for different audiences including C-level stakeholders.
Customer-obsessed and outcome-driven always acting with your customers success in mind.
Assertive when needed holding others accountable to ensure goals are met.
Technically curious and eager to understand how your customers use OneTrust solutions.
Empathetic strategic and a confident problem-solver in high-pressure situations.
Comfortable working independently in a fast-paced start-up environmentyet always ready to collaborate as a team player.
Willing to travel up to 1020% as needed.
- You are fluent in English and Spanish; Italian and/or Portuguese are a strong plus.
Your Experience Includes
Bachelors degree in a relevant field.
56 years in a customer-facing role such as CSM professional services or technical consulting.
Proven success in managing enterprise or strategic accounts.
Experience working cross-functionally with Sales Product and Engineering teams.
Strong communication and presentation skills including leading meetings and webinars.
Comfort engaging stakeholders at all levels including the C-suite.
Hands-on experience with SaaS platforms and Customer Success tools (e.g. Salesforce Gainsight).
A proactive self-starter mindset with a passion for delivering customer value.
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 in-person 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 in-office 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 company-paid 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 category. 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
