Senior Customer Success Manager

OneTrust•San Francisco, CA

6d•$104,325 - $139,100•Hybrid

About The Position

OneTrust is seeking a Senior Customer Success Manager to join their Customer Experience team. This role involves acting as a trusted advisor for strategic customers, managing a portfolio of accounts to ensure their success and satisfaction with OneTrust products. The Senior CSM will focus on revenue retention and growth through customer alignment, adoption, and engagement. Key responsibilities include managing customer relationships, ensuring customers derive full value from the platform, collaborating with internal teams (Sales, Product, Engineering, Consulting), driving adoption and growth, and supporting all live products as customers expand their use of OneTrust. The role also involves evangelizing Trust in the workplace.

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 customer.
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.
Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience.
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.
Thrive 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.

Nice To Haves

Willing to travel, job requires (Estimated 10–20%)

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 OneTrust and fully leverage their subscription.