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About the Role
OneTrust is seeking a Senior Customer Success Manager to join our Customer Experience team. In this high-to-medium touch role, you will serve as a trusted advisor for strategic customers, managing their journey from onboarding to renewal. Your primary objective is to ensure customer satisfaction and maximize their value from OneTrust products, driving revenue retention and growth through adoption and engagement. You will manage customer relationships, collaborate with internal teams, and evangelize trust in the workplace.
Responsibilities
- 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 for customers navigating 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 customers utilize the OneTrust platform to derive maximum business value.
- Deliver business reviews to communicate strategically with customers and their executive teams to ensure business objectives are met.
- Utilize adoption metrics to share best practices, nurture value-added activities, proactively identify risk, and identify growth opportunities.
- Manage an account portfolio to a Net ARR outcome, balancing retention and growth in alignment with OneTrust’s revenue strategy.
- Utilize adoption stats to gauge customer engagement, identifying opportunities for further training, adoption, or expansion.
- Deliver and communicate ROI for customers throughout their lifecycle, ensuring they derive maximum value from their investment and fully leverage their subscription.
Requirements
- BA/BS in a relevant subject is required.
- 5-6+ years in a client-facing role within a CSM, professional services, or technical consulting role.
- 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.
- Willing to travel (Estimated 10-20%).
Skills
- Excellent communicator
- Motivated to drive outcomes for customers
- Comfortable holding stakeholders accountable
- Lover of technology
- Empathetic to customers
- Steady in the face of business-critical issues
- Capable of handling customer escalations
- Thrive in a fast-paced start-up environment
- Skilled at prioritizing incoming requests
- Strategic thinker
- Problem-solving
- Decision-making
- Independent
- Team player
Location
- Office-first culture, encouraging three days a week in office for most roles.
Work Type
- Full-time
Experience Level
- Senior
Education Level
- Bachelor's Degree
Benefits
- 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
About the Company
- OneTrust enables innovation through the responsible use of data and AI.
- OneTrust developed the first technology platform for responsible data use in 2016.
- OneTrust is redefining responsible innovation with AI.
- OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows.
- Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.
Equal Opportunity
- 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.