Senior Customer Success Manager

OneTrust•Chicago, IL

31d•$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, and ensuring customer satisfaction and product adoption from onboarding through renewal. The Senior CSM will focus on revenue retention and growth by fostering strong customer relationships, ensuring customers derive maximum value from the OneTrust platform, and collaborating with internal teams like Sales, Product, Engineering, and Consulting. The role requires proactive communication, managing escalations, aligning customer roadmaps with product roadmaps, and advocating for customer needs internally. The Senior CSM will also be responsible for understanding customer industries and trust management strategies to help them leverage the platform effectively, delivering business reviews, and utilizing adoption metrics to identify risks and growth opportunities. The ultimate goal is to manage the account portfolio towards a Net ARR outcome, balancing retention and growth in line with OneTrust’s revenue strategy, and demonstrating ROI for customer investments.

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.
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.