Senior Manager, Customer Success Strategy & Operations

Onetrust • Atlanta, GA

406d • $135,000 - $135,000

About The Position

The Senior Manager, Customer Success Strategy & Operations at OneTrust is responsible for leading a team that enhances the effectiveness and efficiency of the Global Customer Success organization. This hands-on role involves collaborating with Customer Success leadership to define and execute strategies, establish processes for continuous improvement, and analyze customer data to drive operational excellence.

Requirements

• 7+ years of senior leadership experience in business operations with emphasis on developing and delivering complex technology solutions.
• 4+ years analyzing and delivering business insights, driving strategy and vision mapping anchored in data and business outcomes.
• Demonstrated expertise in developing and implementing customer success oriented standards and process improvements.
• Demonstrated people leadership and skill development focused skills required to foster customer relationships.
• Experience supporting enablement of customer success teams in a fast-growing environment.
• Experience influencing change management and communicating complex ideas to cross-functional groups.

Responsibilities

• Partner with Customer Success leadership to define and execute on Customer Success strategy.
• Define processes to plan, prioritize, execute, and measure success of Customer Success initiatives.
• Maintain understanding of OneTrust product strategy, SaaS model, tools, services, KPIs, and program execution.
• Establish methods and tools to gather customer input and drive continuous improvement.
• Work closely with CS leadership to impact productivity and streamline organizational changes.
• Consolidate and present data around customer cancellation and churn reasons to identify areas for improvement.
• Accountable for Customer Success Operations focused on systems, tools, data, analytics, and communications.
• Conduct analysis and report on KPIs to leadership to support the full Customer Success organization.
• Establish processes for Customer Success onboarding and ongoing talent development.
• Demonstrate strong management across global teams and focus on talent development.

Benefits

• Comprehensive healthcare coverage
• Flexible PTO
• Equity stock options
• Annual performance bonus opportunities
• Retirement account support
• 14+ weeks of paid parental leave
• Career development opportunities
• Company-paid privacy certification exam fees

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed