Senior Customer Success Manager

London, United Kingdom

Strength in Trust 

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

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 our strategic customers from the start of their journey to renewal in a high-to-medium touch capacity. As a Senior CSM, you will manage a portfolio of customers and be responsible for their success. Your primary goal will be to ensure our key customers are satisfied with the products they have purchased. Our Senior CSMs focus on delivering revenue retention and growth through alignment, adoption, and exceptional customer engagement. You will manage customer relationships, ensure they derive full value from the platform, collaborate with Sales, Product, Engineering, and Consulting teams to provide top-tier support, and work to ensure adoption and growth within your accounts. As your customers grow with OneTrust, your scope of work will expand to support all live products. You will be at the forefront of promoting trust in the workplace.

 

Your Mission

  • 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 guide 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 them 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 practices, nurture value-added activities, proactively identify risks, 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, adoption, or possible expansion.

  • Deliver and communicate ROI for your customers throughout their lifecycle, ensuring they derive maximum value from their investment in OneTrust and fully leverage their subscription.

 

You Are

  • An excellent communicator who understands how messaging resonates with different stakeholders and can tailor your style to meet the audience.

  • Motivated to drive outcomes for your customers, viewing customer success as your own.

  • Comfortable holding other stakeholders accountable and unafraid to speak up when needed.

  • A technology enthusiast eager 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.

  • Thriving in a fast-paced startup environment and skilled at prioritizing incoming requests.

  • A strategic thinker who enjoys problem-solving and is comfortable making decisions.

  • Independent, yet also a team player.

  • Willing to travel as the job requires (Estimated 10-20%).

 

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 in 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 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 individual who takes the initiative to get things done and thrives in the dynamic environment of a high-growth company.

 

 

 

Where we Work

OneTrust embraces a flexible working model. The underlying “why” for our workplace strategy is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to Finish Stronger.

Each role may have specific flexible, hybrid, or in-office requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, 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. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources  

Check out the following to learn more about OneTrust and its people: 

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.

Our Commitment to You 

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career. 

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.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Before you submit your application, please confirm that you have read and understood our Candidate Privacy Notice available here. In order to exercise your rights with respect to any Personal Information submitted as part of your application, please contact us using our Data Subject Request Form.

Equality and Diversity Monitoring Form

OneTrust is committed to ensuring that all job applicants and members of staff are treated equally and encouraging diversity amongst the workforce. Is it important that we monitor and analyse diversity information so that we can ensure that our recruitment practices are fair, transparent and promote equality of opportunity. This form is intended to help us maintain equal opportunities best practice and identify barriers to workforce equality and diversity. Your participation will help us ensure we design and use policies and processes that attract and retain a diverse and talented workforce.

Any information you provide:

  • Will be kept securely, anonymously and aggregated
  • Will not influence the assessment of your application, the form will be separated from your application on receipt and will not be seen by anyone directly involved in the recruitment process

We would appreciate your cooperation in completing these questions and providing us accurate data to help us ensure equality of opportunity for all. The information on this form will be used for monitoring purposes only and will not be used in any decision affecting you.

All questions are optional. You are not obliged to answer any of these questions but the more information you supply, the more effective our monitoring will be. All information supplied will be treated in the strictest confidence. It will not be placed on your personnel file. 

Ethnic Origin Identification

Questions relating to ethnic origin are not about nationality, place of birth or citizenship; they are about colour and broad ethnic group. UK citizens can belong to any of the groups indicated.

Asian/ Asian British - Bangladeshi, Chinese, Indian, Pakistani, Any other Asian background

Black/ African/ Caribbean/ Black British - African, Caribbean, Any other Black/African/Caribbean background

Mixed/ Multiple ethnic groups - White and Asian, White and Black African, White and Black Caribbean, Any other mixed/multiple ethnic background

White/ White British - British, English, Scottish, Welsh, Irish, Northern Irish, Gypsy or Irish Traveller, Any other white background 

Other ethnic group - Arab, Any other ethnic group

Select...
Select...