Senior Customer Success Manager – Strategic Accounts

Job Description

Senior Customer Success Manager | OneTrust

The Tone:
This is a full-time role at OneTrust, supporting a hybrid work model with three days a week in the office. OneTrust develops the first technology platform for responsible data use, leading the market with its AI-Ready Governance Platform to unify regulatory intelligence, automation, and connected governance workflows. This role is crucial for ensuring strategic customers derive maximum value from their investment, acting as a trusted advisor to accelerate their responsible innovation journey.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid

• Team: Customer Experience team
• Mission: Ensure strategic customers achieve satisfaction and maximum value from OneTrust products, driving revenue retention and growth.
• Tech Stack: SFDC, Gainsight, CS Technology applications

What You’ll Actually Do
• Strategic Advisory: Establish and nurture relationships with customer stakeholders and executive sponsors to serve as a strategic and trusted advisor across the entire customer lifecycle.
• Customer Advocacy: Act as the primary point of contact, guiding customers through the OneTrust platform, and advocating for their key business requirements with Product and Engineering teams.
• Value Delivery: Understand each customer’s industry and Trust management strategy to help them utilize the OneTrust platform for maximum business value and deliver demonstrable ROI.
• Portfolio Management: Manage an account portfolio to achieve Net ARR outcomes, balancing retention and growth in alignment with OneTrust’s revenue strategy.
• Business Reviews: Conduct strategic business reviews with customers and their executive teams to ensure the platform is delivering on their business objectives.

The Must-Haves
• Background: Bachelor’s degree in a relevant subject is required. This is a senior-level position requiring expertise in client-facing roles.
• Experience: 5-6+ years in a client-facing role such as Customer Success Manager, professional services, or technical consulting. Proven experience managing Enterprise and Strategic customers.
• Skills: Effective customer-facing communication, ability to build relationships with C-suite stakeholders, strong entrepreneurial skills, and demonstrated technical aptitude with SaaS solutions.
• Bonus: Experience using SFDC, Gainsight, and other CS Technology applications, with a willingness to travel (estimated 10-20%).