Principal Customer Success Manager

OneTrust is seeking a Principal Customer Success Manager to join its Customer Experience team. The successful candidate will act as a trusted advisor for OneTrust’s most strategic customers, ensuring key executive stakeholders are happy and satisfied with the products they have purchased. This role requires a persuasive communicator, accustomed to proving return-on-investment for complex software solutions, and motivated to drive value-based outcomes for executive stakeholders.

Requirements

• Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of OneTrust’s largest customers
• Elevate operational components of how OneTrust delivers towards its customers
• Act as the primary contact and sherpa to help customers navigate OneTrust cross-departmentally to provide product guidance
• Accelerate customer solutions through knowledge of their business and best practice guidance
• Deliver proactive communication and manage mission-critical escalations
• Align customers’ roadmaps with OneTrust’s product roadmap
• Advocate for customers by sharing their key business requirements internally with OneTrust’s Product and Engineering teams and managing their product feature requests.
• Understand each customer’s industry and Trust management strategy to help customers utilize the OneTrust platform to derive maximum business value
• Deliver quarterly business reviews to communicate strategically with customers and their executive teams to ensure OneTrust is 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 statistics and present health check data in meetings to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
• Deliver and communicate ROI for customers, throughout their lifecycle, ensuring customers derive maximum value from their investment in OneTrust and fully leverage their subscription.

Benefits

• 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