Senior Customer Success Manager

OneTrust•San Francisco, CA

5d•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 their journey from onboarding to renewal in a high-to-medium touch capacity. The Senior CSM will be responsible for a portfolio of accounts, ensuring customer satisfaction and maximizing the value derived from OneTrust's platform. Key objectives include driving revenue retention and growth through alignment, adoption, and exceptional customer engagement. This involves managing customer relationships, collaborating with Sales, Product, Engineering, and Consulting teams, and ensuring product adoption and account growth. As customers expand their use of OneTrust, the CSM will be responsible for supporting all live products and 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 customers.
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.

Nice To Haves

Willing to travel (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 customers by sharing their key business requirements internally with Product and Engineering teams and managing their product feature requests.
Understand each customer's industry and Trust management strategy to help customers 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 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 engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
Deliver and communicate ROI for customers throughout their lifecycle, ensuring they derive maximum value from their investment and fully leverage their subscription.