Note: The job is a remote job and is open to candidates in USA. OneTrust is a company focused on enabling innovation through responsible data use. They are seeking a Senior Customer Success Manager to act as a trusted advisor for strategic customers, ensuring their satisfaction and success with the OneTrust platform while driving revenue retention and growth.
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
- BA/BS in a relevant subject is required
- 5-7 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)
- Management of Enterprise, 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
- 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
- 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%)
Benefits
- Discretionary bonuses
- Equity
- Commissions
- Comprehensive healthcare coverage
- Flexible PTO
- Equity RSUs
- Annual performance bonus opportunities
- Retirement account support
- 14+ weeks of paid parental leave
- Career development opportunities
- Company-paid privacy certification exam fees
Company Overview
OneTrust is the AI-Ready Governance platform helping organizations accelerate innovation while ensuring responsible data use. It was founded in 2016, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.onetrust.com.