OneTrust is hiring a
Senior Customer Success Manager

Summary

The job is for a Senior Customer Success Manager at OneTrust who will act as a trusted advisor to strategic customers, manage their relationships, ensure their satisfaction, align customer’s roadmap with product roadmap, deliver business reviews, and utilize adoption metrics. The role requires excellent communication skills, experience in a client-facing role, management of enterprise customers, and the ability to build relationships at all levels.

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

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 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 OneTrust and fully leverage their subscription

Preferred Qualifications

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

Benefits

• 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
• The role may also be eligible for discretionary bonuses, equity, and/or commissions