Senior Customer Success Manager

OneTrust•Chicago, IL

2d•Hybrid

About The Position

We are looking for 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 role. As a Senior CSM, you will be assigned to a portfolio of customers and be tasked with the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased. Our Senior CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer commitment. You will be in charge of managing the customer relationship, 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 tasked with supporting all live products. You will be on the forefront of 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 excitement for working directly with customer
Track record of successful collaboration across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Management of Enterprise, Strategic customers
Impressive 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
Proficient entrepreneurial skills to thrive in a complex and rapidly evolving environment
Experience implementing SaaS solutions with a interest for technology and demonstrated technical aptitude.
Experience using SFDC, Gainsight and other CS Technology applications
An ambitious person who takes the action to get things done – be able to thrive in the dynamic environment that comes with a high-growth company
A Impressive 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 view 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 dynamic 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
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 your customers navigate OneTrust Collaborate cross-departmentally to provide product expertise
Accelerate customer solutions through knowledge of their business and best practice guidance
Deliver forward-thinking 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 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 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 interaction, 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.