Principal Customer Success Manager

OneTrust•San Francisco, CA

60d•Hybrid

About The Position

We are looking for a Principal Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our most strategic customers from implementation to renewal. As a Principal CSM, you will be assigned to a portfolio of our largest customers and be tasked with the success of those accounts. Your main goal will be to ensure key executive stakeholders happy and satisfied with the products they have purchased. Our Principal CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer engagement. You will be responsible for managing the executive relationships, ensuring they are getting full value out the platform, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working to ensure adoption and growth within your accounts. As the customers you support grow with OneTrust, the scope of work will expand as well as you will be in charge of supporting all live products. You will be on the forefront of evangelizing Trust in the workplace. Position will sit in San Francisco, CA

Requirements

Bachelor's degree in business, Information Systems, or related field
8-12 years of experience in customer success, account management, or related roles
Proven track record of managing and growing large strategic enterprise accounts
Deep expertise in global privacy regulations, security frameworks, and governance best practices
Proficient executive presence with demonstrated ability to influence C-level stakeholders
Experience in Privacy, Risk, or Data Governance
Visionary thinker with the ability to anticipate and address emerging challenges
Deep business acumen, able to align OneTrust solutions with customers' strategic business objectives
Outstanding communicator and relationship builder, with robust executive presence
Outstanding relationship-building skills at the highest levels of organizations
Innovative problem-solver with a track record of creating unique solutions for complex enterprise challenges
Exemplary analytical skills with the ability to translate data into strategic insights and actionable plans
Resilient and adaptable, thriving in high-pressure situations and dynamic environments
Passionate advocate for responsible data use and privacy-centric business practices
Impressive leadership and mentoring skills, contributing to to broader business impact
Natural leader with the ability to influence without direct authority
Continuous learner, staying ahead of industry trends and technological advancements
Ability to travel up to 30%

Nice To Haves

MBA or advanced degree
Expert knowledge of success methodologies, solutions, and AI tools
Expertise in value selling and value realization techniques
Experience in leading cross-functional teams to drive customer outcomes

Responsibilities

Lead and oversee a portfolio of strategic accounts
Develop and execute high-level account strategies that position OneTrust as a critical partner in customers' long-term privacy, security, and compliance initiatives
Serve as trusted advisor on privacy program management, security assurance, and data governance best practices
Provide thought leadership on privacy, security, and governance trends, representing OneTrust at industry events and customer executive briefings
Operate as an extension of the executive team team, helping to shape and implement new customer success strategies
Develop advanced value realization methodologies tailored to high-value accounts, quantifying the impact of our solutions on business outcomes
Lead cross-functional initiatives to enhance overall customer experience and drive business growth
Act as an escalation point for critical customer issues
Mentor senior CSMs, sharing advanced strategies for managing enterprise relationships and fostering value