Senior Customer Success Manager

OneTrust; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading company in data governance is seeking a Senior Customer Success Manager to ensure customer satisfaction and retention. You will manage customer relationships, deliver business reviews, and advocate for customer needs while collaborating across teams. This role demands excellent communication skills, empathy, and a strategic mindset to drive customer success and engagement.

Benefits

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

Qualifications

• 5-6+ years in a client-facing role within a CSM or technical consulting capacity.
• Ability to build relationships with key customer stakeholders at all levels.

Responsibilities

• Manage a portfolio of customers and ensure their success.
• Deliver proactive communication and manage mission-critical escalations.
• Utilize adoption metrics to share best practices and identify growth opportunities.

Skills

Communication

Problem-Solving

Customer Engagement

Strategic Thinking

Empathy

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 seeking aSenior 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 capacity. As a Senior CSM, you will manage a portfolio of customers and be responsible for their success. Your primary goal will be to ensure our key customers are satisfied with the products they have purchased. Our Senior CSMs focus on delivering revenue retention and growth through alignment, adoption, and exceptional customer engagement. You will manage customer relationships, ensure they derive full value from the platform, collaborate with Sales, Product, Engineering, and Consulting teams to provide top-tier support, and work to ensure adoption and growth within your accounts. As your customers grow with OneTrust, your scope of work will expand to support alllive products. You will be at the forefront of promoting trust in the workplace.

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 guide 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 them 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 practices, nurture value-added activities, proactively identify risks, 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, adoption, or possible expansion.

Deliver and communicate ROI for your customers throughout their lifecycle, ensuring they derive maximum value from their investment in OneTrust and fully leverage their subscription.

You Are

An excellent communicator who understands how messaging resonates with different stakeholders and can tailor your style to meet the audience.

Motivated to drive outcomes for your customers, viewing customer success as your own.

Comfortable holding other stakeholders accountable and unafraid to speak up when needed.

A technology enthusiast eager 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.

Thriving in a fast-paced startup environment and skilled at prioritizing incoming requests.

A strategic thinker who enjoys problem-solving and is comfortable making decisions.

Independent,yet also a team player.

Willing to travel as the job requires (Estimated 10-20%).

Your Experience Includes

BA/BS in a relevant subject.

5-6+ years in a client-facing rolewithin a CSM, professional services, or technical consultingcapacity.

Effective customer-facing communication skills.

Proven success in and genuine enthusiasm for working directly with customers.

Track record of successful engagement across corporate functions (Professional Services,Engineering, Sales,and Product Management).

Management of Enterprise and 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 individual who takes the initiative to get things done and thrives in the dynamic environment of a high-growth company.

Where we Work

OneTrust embraces a flexible working model. The underlying “why” for our workplace strategy is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins toFinish Stronger.

Each role may have specific flexible, hybrid, or in-office requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

As an employee at OneTrust , you will be part of the OneTeam . That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes 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, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources

Check out the following to learn more about OneTrust and its people:

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in ourPrivacy Overview .You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on theData Subject Request Form .

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company.The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to [e-mail] .

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 industry — Trust. 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.

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