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Job Description
OneTrust is seeking a Senior Customer Success Manager to join their Customer Experience team. This role involves acting as a trusted advisor for a portfolio of strategic customers, driving customer satisfaction, adoption, and long-term value. The Senior CSM will collaborate with Sales, Product, Engineering, and Consulting teams to ensure customer success with the OneTrust platform.
Role involves:
- Building strong relationships with key customer stakeholders and executive sponsors.
- Serving as the main point of contact to guide customers through their OneTrust journey.
- Collaborating cross-functionally to deliver product expertise and address escalations.
- Understanding customer business goals and delivering tailored guidance.
- Advocating for customer needs internally and managing feature requests.
- Leading strategic business reviews and communicating ROI.
- Using adoption metrics to proactively manage risk and identify growth opportunities.
- Owning the Net ARR for the portfolio by balancing retention and expansion strategies.
Requirements:
- Bachelor’s degree in a relevant field.
- 5–6+ years in a customer-facing role (CSM, professional services, or technical consulting).
- Proven success in managing enterprise or strategic accounts.
- Experience working cross-functionally with Sales, Product, and Engineering teams.
- Strong communication and presentation skills.
- Comfort engaging stakeholders at all levels, including the C-suite.
- Hands-on experience with SaaS platforms and Customer Success tools (e.g., Salesforce, Gainsight).
- Fluency in English and Spanish; Italian and/or Portuguese are a strong plus.
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.
