Principal Customer Success Manager, OneTrust
Offers equity RSUs and annual performance bonus opportunities
More information about location
AI-ready governance platform
Job no longer available
AI-ready governance platform
1001+ employees
Job no longer available
Offers equity RSUs and annual performance bonus opportunities
More information about location
1001+ employees
Company mission
To enable innovation through the responsible use of data and AI.
Role
Who you are
- 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
- BA/BS in a relevant subject is required
- 6+ years in a client-facing role within a CSM role is mandatory
- 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
What the job involves
- We are looking for a Principal Customer Success Manager to join our Customer Experience team
- In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role
- As a Senior CSM, you will be assigned to a portfolio of customers and be responsible for the success of those accounts
- Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased
- Our Senior CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer engagement
- You will be responsible for managing the customer relationship, ensuring they are getting full value out the platform, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working to ensure adoption and growth within your accounts
- As the customers you support grow with OneTrust, the scope of work will expand as well as you will be responsible for supporting all live products
- You will be on the forefront of evangelizing Trust in the workplace
- 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
Salary benchmarks
Our take
It's becoming clear that as businesses rapidly adopt AI, governance is struggling to keep up. Companies are moving from a handful of tools to potentially hundreds of AI agents, creating new challenges around oversight, data use and risk. As privacy and security concerns grow, organizations are realizing that scaling AI without proper control can introduce just as many risks as opportunities.
That's where OneTrust comes in, with its "AI-powered governance platform" helping organizations track how AI systems operate, what data they access and how it's used. Rather than relying on static compliance checks, it focuses on continuous, real-time monitoring, building on its foundations in privacy, consent and risk management to give companies greater control over complex AI environments.
With more than 14,000 customers, including over half of the Fortune 500, OneTrust is entering a key phase of growth. Under new CEO John Heyman, the company is leaning into the idea that AI governance will become a core business need. As adoption accelerates, OneTrust is positioning itself as a central player in helping enterprise scale AI safely and responsibly.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jul 2023
$150m
LATE VC
Apr 2023
$50m
LATE VC
Total funding: $1.1bn
Company benefits
- Compensation: Top talent deserves top pay. Our competitive total packages include pay equity for all and bonuses.
- Mental Health & Support: Through a mental wellbeing platform and 14 weeks of parental bonding leave, inclusive of adoption, you can feel supported through all of life’s biggest changes.
- Time Off: Everyone needs time to rest and recharge. We offer flexible PTO, company recharge days, and volunteer time off globally. You’ll also have generous company holidays and paid sick days.
- Flexibility: Embrace a hybrid working model with opportunities to collaborate and celebrate in person and virtually. Click here to learn more about our location strategy and hybrid workplace model.
- Career Development: Become an expert in trust intelligence with our robust onboarding bootcamp and by earning industry certifications paid for by us.
- Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our Values Spotlight Awards recognize teams across the company for their contributions.
Company HQ
Old Fourth Ward, Atlanta, GA
Leadership
Kabir Barday
(Founder & Board Member)Kabir founded OneTrust in 2015 and served as the company's CEO until 2026. Previously, he spent 2 years at VMware as a Senior Product Manager and Director of Product Management.
John Heyman
(CEO & Board Member)Prior to joining OneTrust in 2026, John was the CEO at Snap One for nearly 11 years and Radiant Systems for 6 years.
Blake Brannon
(Chief Product & Strategy Officer)Blake joined OneTrust in 2017 as CTO, moving into the role of Chief Product & Strategy Officer in 2021. Prior to OneTrust, he spent nearly 10 years at AirWatch by VMware as a Global Director of Sales Engineering and as VP of Product Marketing.
Digvijay Lamba
(Chief Product & Technology Officer)Prior to joining OneTrust in 2025, Digvijay served as the CTO at Firebolt Ventures and Alteryx. He also founded Lore IO and served as the company's CEO for nearly 5 years.
Michael Schanker
(CMO)Prior to joining OneTrust in 2025, Michael spent over 5 years at Coupa Software in various roles, including SVP of Strategic Marketing, EVP and CMO. He was also and Advisor and Head of Growth & Marketing at Remix as well as the Head of Marketing at OpenGov Inc.
Guido Torrini
(CFO)Alongside serving as the CFO at OneTrust, Guido is also the Chief Financial & Operating Officer at DDN. Previously, he was the CFO at Celonis and Wellhub.
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