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Job Description
OneTrust is seeking a Senior Customer Success Manager to join their Customer Experience team. The Senior CSM will act as a trusted advisor for strategic customers, ensuring their satisfaction with OneTrust products. They will manage a portfolio of customers, focusing on revenue retention and growth through alignment, adoption, and customer engagement. The role involves managing customer relationships, ensuring they derive full value from the platform, and collaborating with internal teams to provide top-tier support.
The role involves:
- Establishing relationships with customer stakeholders.
- Acting as the primary contact and guide for customers.
- Collaborating cross-departmentally to provide product expertise.
- Delivering proactive communication and managing escalations.
- Aligning customer roadmaps with the product roadmap.
- Advocating for customers by sharing their requirements internally.
- Delivering business reviews to communicate strategically with customers.
- Utilizing adoption metrics to identify risks and growth opportunities.
- Managing an account portfolio to achieve Net ARR outcomes.
Requirements:
- BA/BS in a relevant subject.
- 5-6+ years in a client-facing role within a CSM capacity.
- Effective customer-facing communication skills.
- Track record of successful engagement across corporate functions.
- Management of Enterprise and Strategic customers.
- Excellent verbal and written communication skills.
- Ability to build relationships with key customer stakeholders at all levels.
- Strong entrepreneurial skills.
- Experience implementing SaaS solutions.
- Experience using SFDC, Gainsight, and other CS technology applications.
OneTrust offers:
- 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.
