Senior Customer Success Manager
Job description
A Senior Customer Success Manager role in OneTrust's Customer Experience team in London, acting as a trusted advisor for strategic customers from onboarding to renewal. The role focuses on driving revenue retention and growth through adoption, alignment, and customer engagement.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- On-site · London, United Kingdom
- Languages
- English
What you'll do
- 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 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 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 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 customers throughout their lifecycle, ensuring customers derive maximum value from their investment in OneTrust and fully leverage their subscription
What we're looking for
- BA/BS in a relevant subject or the equivalent in relevant working experience
- 3+ 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 customers
- Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
- Experience managing Enterprise or 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
Your team
Customer Experience team
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
Apply
About OneTrust
The AI-Ready Governance Platform™
OneTrust developed the first technology platform for responsible data use in 2016. Today, OneTrust, the AI-Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.
Mission
To enable innovation through the responsible use of data and AI.
Key facts
- 2016
- Data and AI governance software
- Developed the first technology platform for responsible data use in 2016
- Trusted by thousands of organizations worldwide
- Embracing an office-first culture, encouraging three days a week in office for most roles
What they value
- Strength in Trust
- People first
- Diverse and inclusive
- Growth