Senior Customer Success Manager

Join to apply for the Senior Customer Success Manager role at OneTrust Strength in Trust OneTrust’s mission is to enable organizations to use data and AI responsibly. The platform simplifies data collection with consent and preferences, automates governance across privacy, security, IT, third‑party and AI risk, and enforces data policies throughout the data estate. OneTrust supports collaboration between data and risk teams to drive rapid, trusted innovation. With over 300 patents and more than 14,000 global customers—from industry giants to small businesses—OneTrust is recognized as a market pioneer and leader. The Challenge We are seeking a Senior Customer Success Manager to join our Customer Experience team. In this role you will act as a trusted advisor for strategic customers from onboarding to renewal in a high‑to‑medium touch capacity. You will manage a portfolio of customers, ensure they derive full value from the platform, collaborate with Sales, Product, Engineering and Consulting teams, and promote trust in the workplace. Your Mission Establish relationships with customer stakeholders and executive sponsors to become a strategic, trusted advisor throughout the customer lifecycle. Act as the primary contact and guide to help 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 roadmaps with our product roadmap. Advocate for customers by sharing key business requirements internally and managing product feature requests. Understand each customer’s industry and trust management strategy to help them utilize OneTrust to derive maximum business value. Deliver business reviews to communicate strategically with customers and their executive teams to ensure we are delivering on their objectives. Utilize adoption metrics to share best practices, nurture value‑added activities, proactively identify risks, and identify growth opportunities. Manage an account portfolio with a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategy. Deliver and communicate ROI throughout the customer lifecycle, ensuring maximum value from the investment in OneTrust. You Are An excellent communicator who tailors messaging to different stakeholders. Motivated to drive outcomes for customers and view success as personal. Comfortable holding other stakeholders accountable and unafraid to speak up when needed. A technology enthusiast eager to learn how customers use our products. Empathetic, able to drill down into pain points and find solutions that meet needs. Steady in the face of business‑critical issues and capable of handling escalations. Thriving in a fast‑paced, startup environment and skilled at prioritizing requests. Strategic thinker who enjoys problem‑solving and is comfortable making decisions. Independent yet a team player. Willing to travel as required (estimated 20%). Your Experience Includes BA/BS in a relevant subject. 5‑6+ years in a client‑facing role within a CSM capacity. Effective customer‑facing communication skills. Proven success 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 relationships with key stakeholders at all levels, including C‑suite. Strong entrepreneurial skills to excel in a complex, rapidly evolving environment. Experience implementing SaaS solutions with enthusiasm and technical aptitude. Experience using SFDC, Gainsight, and other CS technology applications. Ambitious individual who takes initiative to get things done in 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. Verify specific requirements with your recruiter during the first interview. Benefits As an employee at OneTrust you receive 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, and much more. Specific benefits differ by country. Talk to your recruiter or visit onetrust.com/careers for details. Resources OneTrust Careers on YouTube @LifeatOneTrust on Instagram 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. #J-18808-Ljbffr