[Remote] Senior Customer Success Manager

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