Strategic Enterprise CSM for Growth & Retention

OneTrust; London (KY); On-site; USD 121,000 - 161,000; Full time

Benefits offered by this job

Healthcare coverage

Equity RSUs

Annual performance bonus

Retirement account support

Parental leave (14+ weeks)

Career development opportunities

Privacy certification exam fees

Job summary

OneTrust in London seeks a Senior Customer Success Manager to act as a trusted advisor for strategic customers from onboarding to renewal, focused on retention and growth. You will partner with Sales, Product, Engineering, and Consulting to ensure value realization and platform adoption across live products.

The role emphasizes executive engagement, proactive communication, and scalable customer success processes in a dynamic, office-first culture with opportunities for career growth.

Qualifications

• BA/BS in a relevant subject or the equivalent in relevant working experience.
• 3+ years in a client-facing role within a CSM, professional services, or technical consulting role.
• 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)
• Experience managing Enterprise or Strategic customers
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Ability to build relationships with key customer stakeholders at all levels, including C-suite level
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment

Responsibilities

• 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 their business and best practice guidance
• Deliver proactive 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.

Skills

Client-facing communication

Relationship building

Stakeholder management

Public speaking

Executive communication

Enterprise accounts

Growth mindset

Education

BA/BS in a relevant subject

Job description

OneTrust in London seeks a Senior Customer Success Manager to act as a trusted advisor for strategic customers from onboarding to renewal, focused on retention and growth. You will partner with Sales, Product, Engineering, and Consulting to ensure value realization and platform adoption across live products.

The role emphasizes executive engagement, proactive communication, and scalable customer success processes in a dynamic, office-first culture with opportunities for career growth.