Principal Customer Success Manager

OneTrust; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading data governance platform provider in London is looking for a Principal Customer Success Manager. This role involves acting as a trusted advisor for strategic customers, ensuring their satisfaction with OneTrust products, and managing account relationships to drive retention and growth. Candidates should have at least 6 years in customer success and strong communication skills. The role offers hybrid working with a focus on in-office collaboration.

Benefits

Opportunities for professional growth

Inclusive work culture

Flexible working arrangements

Qualifications

• 6+ years in a client-facing role within a Customer Success Manager role is mandatory.
• Proven success in engaging with customers across corporate functions.
• Experience implementing SaaS solutions.

Responsibilities

• Establish relationships with customer stakeholders throughout the lifecycle.
• Act as primary contact to help customers navigate the OneTrust platform.
• Deliver proactive communication and manage critical escalations.

Skills

Excellent communication

Customer relationship management

Technical aptitude for SaaS

Ability to manage escalations

Problem-solving

Account management

Education

BA/BS in a relevant subject

Tools

SFDC

Gainsight

Job description

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

We are looking for a Principal Customer Success Manager to join our Customer Experience team. In this role, you willact as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role. As a Senior CSM, you will be assigned to a portfolio of customersand be responsible for the success of those accounts.Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased.Our Senior CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer engagement. You will beresponsible for managing the customer relationship, ensuring they are getting full value out the platform,partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working to ensure adoption and growth within your accounts. As the customers you support grow with OneTrust, the scope of work will expand as well as you will be responsible for supporting alllive products. You will be on the forefront of evangelizing Trust in the workplace.

This role hybrid. This is not a 100% remote role.

Your Mission

• Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle
• Act as the primary contact and sherpa to help your customers navigate OneTrust Collaborate cross-departmentally to provide product expertise
• Accelerate customer solutions through knowledge of theirbusinessand best practice guidance
• Deliverproactive communication and manage mission-critical escalations
• Align customer’s roadmap with our product roadmap
• Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.
• Understand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value
• Deliver business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives
• Utilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunities.
• Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategy
• Utilize adoption stats to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
• Deliver and communicate ROI for your customers, throughout their lifecycle, ensuring your customers derive maximum value from their investment OneTrust and fully leverage their subscription.

You Are

• An Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience
• Motivated to drive outcomes for your customers, you see Customer success as your own
• Comfortable holding other stakeholders accountable and unafraid to get loud when needed
• Lover of technology and someone who wants to learn how your customers use our products
• Empathetic to your customers, able to drill down into their pain points and find solutions that meet their needs
• Steady in the face of business-critical issues and capable of handling customer escalations
• Thrive in a fast-paced start up environment, and skilled at prioritizing incoming requests
• Strategic thinker, at your happiest when problem-solving, and comfortable making decisions
• Independent,but also a team player
• Willing to travel, job requires (Estimated 10-20%)

Your Experience Includes

• BA/BS in a relevant subject is required
• 6+ years in a client-facing rolewithin a CSM role is mandatory.
• Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer
• Track record of successful engagement across corporate functions (Professional Services,Engineering, Sales,and Product Management)
• Management of Enterprise, Strategic customers
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Ability to build relationshipswith key customer stakeholdersat all levels, includingC-suite level
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
• Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude.
• Experience using SFDC, Gainsight and other CS Technology applications
• An ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment that comes with a high-growth company

Where we Work

We are embracing an office first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.