Senior Customer Success Manager

About the role

We are seeking a Senior Customer Success Manager to join our Customer Experience team. This role acts as a trusted advisor for strategic customers, focusing on revenue retention and growth through alignment, adoption, and world-class customer engagement.

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 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 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

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

Qualifications

• 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 business-critical issues and capable of handling customer escalations
• Thrives in a fast-paced start-up environment, and skilled at prioritizing incoming requests
• Strategic thinker, at your happiest when problem-solving, and comfortable making decisions
• Independent, but also a team player
• Willing to travel, job requires (Estimated 10-20%)

Skills

• Excellent communicator
• Understanding how messaging resonates with different stakeholders
• Tailoring your style to meet the audience
• Technology enthusiast
• Customer-centric mindset
• Problem-solving abilities
• Decision-making skills
• Collaborative and independent

Benefits

• Comprehensive healthcare coverage
• Flexible PTO
• Equity RSUs
• Annual performance bonus opportunities
• Roth Savings Plan
• Retirement account support
• 14+ weeks of paid parental leave
• Career development opportunities
• Company-paid privacy certification exam fees

Pay

The annual base pay range for this role is $104,325—$139,100 USD.

Schedule

Job requires (Estimated 10-20%) travel.

Benefits

• Comprehensive healthcare coverage
• Flexible PTO
• Equity RSUs
• Annual performance bonus opportunities
• Roth Savings Plan
• Retirement account support
• 14+ weeks of paid parental leave
• Career development opportunities
• Company-paid privacy certification exam fees

Resources

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

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 our Privacy 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 the Data Subject Request Form.

Recruitment Fraud Warning

We are aware of scams involving false offers of employment with our company. The 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.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". 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.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.