Senior/Principal Customer Success Manager, OneTrust
Salary not provided
+ Equity + Annual performance Bonus
Excel
Salesforce
Gainsight
Senior and Expert level
London
Estimated travel 10-20%
3+ days a week in office
AI-ready governance platform
Be an early applicant
AI-ready governance platform
1001+ employees
B2BArtificial IntelligenceSecurityEnterpriseCompliancePrivacyMachine LearningSaaSCyber SecurityAutomationCloud Computing
Be an early applicant
Salary not provided
+ Equity + Annual performance Bonus
Excel
Salesforce
Gainsight
Senior and Expert level
London
Estimated travel 10-20%
3+ days a week in office
1001+ employees
B2BArtificial IntelligenceSecurityEnterpriseCompliancePrivacyMachine LearningSaaSCyber SecurityAutomationCloud Computing
Company mission
To help companies use trust as a competitive advantage.
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
- Willing to travel, job requires (Estimated 10-20%)
- 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 Senior/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
Eye-watering fines for privacy and compliance violations have pushed data privacy and data management high up on the agenda of the world's biggest companies. OneTrust's privacy platform exists to help these companies ensure they are compliant with local laws wherever they operate, with a suite of tools to speed up compliance processes and build "privacy by design".
The company has set about making its offering the most comprehensive on the market, largely through acquisitions such as that of Climate Action and Carbon Management Platform Planetly. Successfully cementing itself as the leading body in trust intelligence has ensured it the reputation to pursue further expansion, as it adds further innovative capabilities to its ecosystem.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 6 rounds)
Jul 2023
$150m
LATE VC
Apr 2023
$50m
LATE VC
Total funding: $1.1bn
Company benefits
- Pay equity for all and bonuses
- Mental wellbeing platform
- 14 weeks of parental bonding leave, inclusive of adoption
- Flexible PTO, company recharge days, and volunteer time off
- Generous company holidays and paid sick days
- Hybrid working model
- Opportunities to collaborate and celebrate in person and virtually
- Career development
- Employee recognition (Values Spotlight Awards)
Company HQ
Perimeter Center, Sandy Springs, GA
Leadership
Kabir Barday
(Founder, CEO & Chair)Previously Director of Product Management at at VMWare.
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