Senior Customer Success Manager

Senior Customer Success Manager

OneTrust's 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 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

We are seeking a Senior Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium 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 top-tier 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 all live 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 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 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 value-added 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 OneTrust's 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 business-critical issues and capable of handling customer escalations.
• Thriving in a fast-paced startup environment and skilled at prioritizing incoming requests.
• A strategic thinker who enjoys problem-solving and is comfortable making decisions.
• Independent, yet also a team player.
• Willing to travel as the job requires (Estimated 20%).

Your Experience Includes

• BA/BS in a relevant subject.
• 5-6+ years in a client-facing role within a CSM capacity.
• 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 and 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 individual who takes the initiative to get things done and thrives in the dynamic environment of a high-growth company.