Senior Customer Success Manager Customer Experience Madrid, Spain Learn More & Apply

Onetrust; Madrid; Presencial; EUR 50.000 - 75.000; Jornada completa

Descripción de la vacante

OneTrust is seeking a Senior Customer Success Manager to serve as a trusted advisor for strategic customers. The successful candidate will enhance customer satisfaction and drive adoption of OneTrust solutions while collaborating cross-functionally with various teams to achieve customer goals. The role requires strong communication skills, experience in customer-facing positions, and fluency in both English and Spanish.

Servicios

Flexible working model

Healthcare

Flexible PTO

Equity and bonuses

Retirement support

Parental leave

Career development support

Formación

• 5-6+ years in a customer-facing role such as CSM or technical consulting.
• Proven success managing enterprise or strategic accounts.
• Fluency in English and Spanish.

Responsabilidades

• Build strong relationships with key customer stakeholders.
• Guide customers through their OneTrust journey.
• Advocate for customer needs internally.

Conocimientos

Communication

Customer Obsessed

Problem Solving

Presentation Skills

Stakeholder Engagement

Technical Curiosity

Educación

Bachelor's degree in a relevant field

Herramientas

Salesforce

Gainsight

Descripción del empleo

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies data collection with consent and preferences, automates data governance with integrated risk management across privacy, security, IT / tech, third-party, and AI risk, and promotes responsible data use by enforcing data policies throughout the data lifecycle. OneTrust supports collaboration between data and risk teams to foster rapid, trusted innovation. Recognized as a market leader with over 300 patents, we serve more than 14,000 customers worldwide, from industry giants to small businesses.

The Challenge

We’re seeking a Senior Customer Success Manager to join our Customer Experience team. In this high-to-medium touch role, you’ll act as a trusted advisor for a portfolio of strategic customers—from onboarding to renewal—aiming to enhance customer satisfaction, adoption, and long-term value.

You will collaborate cross-functionally with Sales, Product, Engineering, and Consulting teams to ensure customer success with OneTrust, advocating for trust and maximizing platform benefits.

Your Mission

• Build strong relationships with key customer stakeholders and executive sponsors, becoming a strategic advisor throughout the customer lifecycle.
• Guide customers through their OneTrust journey, ensuring successful adoption of our platform.
• Collaborate with internal teams to deliver product expertise, address escalations, and align on customer roadmaps.
• Understand customer business goals and industry context to provide tailored, best-practice guidance.
• Advocate for customer needs internally and communicate feature requests to Product and Engineering teams.
• Lead strategic business reviews, communicating ROI and progress towards objectives.
• Use adoption metrics to proactively manage risks, drive engagement, and identify growth opportunities.
• Manage the Net ARR for your portfolio by balancing retention and expansion strategies.

You Are

• An excellent communicator, capable of tailoring messages for diverse audiences, including C-level stakeholders.
• Customer-obsessed and outcome-driven, focused on customer success.
• Assertive when necessary, holding others accountable to meet goals.
• Technically curious, eager to understand customer use of OneTrust solutions.
• Empathetic, strategic, and confident in high-pressure problem-solving.
• Comfortable working independently in a fast-paced environment, yet collaborative as a team player.
• Willing to travel up to 20% as needed.
• Fluent in English and Spanish; proficiency in Italian and / or Portuguese is a plus.

Your Experience Includes

• Bachelor’s degree in a relevant field.
• 5–6+ years in a customer-facing role such as CSM, professional services, or technical consulting.
• Proven success managing enterprise or strategic accounts.
• Experience working cross-functionally with Sales, Product, and Engineering teams.
• Strong communication and presentation skills, including leading meetings and webinars.
• Comfort engaging stakeholders at all levels, including C-suite.
• Hands-on experience with SaaS platforms and Customer Success tools (e.g., Salesforce, Gainsight).
• A proactive, self-starting mindset with a passion for delivering customer value.

Where we Work

OneTrust offers a flexible working model, emphasizing a culture of collaboration, connection, learning, and celebration. Specific work arrangements may vary; verify role location with your recruiter during the interview process.

As part of the OneTeam, you'll receive comprehensive support—including healthcare, flexible PTO, equity, bonuses, retirement support, parental leave, career development, and more. Benefits vary by country. For details, contact your recruiter or visit onetrust.com / careers.

Resources

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Our Commitment to You

Joining OneTrust means embarking on a boundaryless career with a diverse, inclusive team passionate about meaningful work. Your expertise will shape a new industry category. We are committed to your growth and success.

We provide equal employment opportunities and prohibit discrimination of any kind.

Our Privacy Center

We are transparent about data collection and use, allowing you to exercise your rights and manage preferences easily.

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