Principal Customer Success Manager

OneTrust•Chicago, IL

2d•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 responsible for 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 responsible for supporting all live products. You will be on the forefront of evangelizing Trust in the workplace.

Requirements

A persuasive communicator, you understand how messaging resonates with executive audiences at large corporations and how to tailor your style to meet the audience
Accustomed to proving return-on-investment for complex software solutions
Motivated to drive value-based outcomes for your executive stakeholders
Comfortable holding other stakeholders accountable and unafraid to get loud when needed
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
Thrive in a fast-paced environment, and skilled at prioritizing incoming requests
Able to drive change into our teams to deliver a better customer experience
Willing to travel, job requires (Estimated 10-20%)
BA/BS in a relevant subject is required
6+ years in a client-facing role within a CSM role for strategic customers
Proven success and genuine enthusiasm for working directly with large customer and executives
Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Management of Strategic customers including Fortune 500 companies
Experience coordinating, hosting, and leading strategic meetings with C level executives
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 navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
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

Responsibilities

Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
Elevate our operational components of how we deliver towards our customers
Act as the primary contact and sherpa to help your customers navigate OneTrust cross-departmentally to provide product guidance
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 quarterly 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 statistics and present health check data in meetings 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.