Senior Manager, Customer Success

Strength in Trust 

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. 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. 

Your Mission

The Senior Manager, Customer Success is accountable for customer outcomes, retention, and growth across the North EMEA region. This leader owns the post-sales customer strategy for their assigned region, ensuring customers realize measurable business value, renew with confidence, and identify opportunities to expand their use of OneTrust. This role reports to the VP of International Customer Success. 

This role combines regional leadership, people leadership, and commercial accountability. You will lead a team of Customer Success Managers, act as a senior escalation point for strategic customer situations, and partner closely with Sales, Enterprise Customer Success, Professional Services, Renewals, Support, and Product to deliver durable customer value and strong revenue outcomes. 

We are looking for a driven, motivated, and ambitious leader who is excited to learn, grow, build a high-performing team, and help shape the strategy and direction of the region over time. This person should also be energised by driving the adoption of AI tools to improve team workflows, increase efficiency, and raise the quality and consistency of execution across the region. 

The Challenge

Regional Customer Success Strategy & Outcomes 

• Own and execute the Customer Success strategy for North EMEA, aligned with International Customer Success priorities and regional business needs. 

• Ensure customers achieve measurable, outcome-based value aligned to their original business objectives and evolving use cases. 

• Translate customer value realization into strong renewal performance, growth opportunities, and advocacy across the region. 

• Maintain a strong understanding of market dynamics, customer maturity, and regional considerations to tailor Customer Success execution appropriately. 

Commercial Accountability & Renewals Leadership 

• Own the region’s GRR and NRR performance, with clear accountability for retention, renewal outcomes, and expansion readiness across North EMEA. 

• Be accountable for regional renewal readiness, risk identification, forecast accuracy, and the execution required to deliver GRR and NRR targets. 

• Partner closely with Sales and Renewal /ECS to support large, complex, and strategic renewals, including executive-level engagement where needed. 

• Drive operational rigor around customer health, value articulation, stakeholder alignment, renewal planning, and expansion identification to improve commercial outcomes across the region. 

Leadership & Team Development 

• Lead, coach, and develop a high-performing team of Customer Success Managers across North EMEA. 

• Set clear expectations around customer engagement quality, business impact, commercial awareness, and accountability. 

• Build a strong team culture grounded in collaboration, consistency, and customer-centric execution. 

• Support succession planning and development of future Customer Success leaders within the region. 

Cross-Functional Partnership & Escalation Management 

• Serve as a senior escalation point for critical customer situations, executive concerns, and high-stakes commercial discussions. 

• Partner closely with Sales, Professional Services, Support, Product, and other teams to deliver a coordinated customer experience. 

• Ensure Customer Success operates as a connected motion across implementation, adoption, value realization, renewal readiness, and growth. 

• Drive the adoption of AI tools and AI-enabled ways of working across the team to improve workflows, efficiency, insight quality, and execution consistency. 

• Lead and contribute to strategic initiatives at both the International and global level, bringing regional insight and helping shape broader Customer Success priorities. 

• Surface regional themes, risks, and opportunities to help shape broader Customer Success strategy and execution. 

You are

• Proven experience leading Customer Success teams in a B2B SaaS environment, ideally across a regional or multi-country remit. 

• Experience managing high-performing individual contributors in customer-facing roles. 

• Strong executive presence with the ability to influence senior customer stakeholders and internal cross-functional leaders. 

• Track record of driving customer value, retention, and growth in complex enterprise environments. 

• Excellent communication, coaching, and cross-functional collaboration skills. 

• Strong operational discipline and the ability to balance strategic thinking with execution. 

Experience & Skills Desired 

• Experience supporting enterprise customers across EMEA. 

• Familiarity with privacy, security, governance, risk, or compliance-related software environments. 

• Experience working in complex renewal environments with multiple stakeholders and cross-functional dependencies. 

Why Join OneTrust 

At OneTrust, your impact will help customers realize value from solutions at the center of privacy, security, AI, and trust. You will join a growing Customer Success organization focused on customer outcomes, leadership development, and scalable excellence across the post-sales journey.

Where we Work

We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this 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 RSUs, 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: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

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.