Senior Customer Success Manager

<div class="content-intro"><h3>Strength in Trust&nbsp;</h3> <p><span data-contrast="auto">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.</span><span data-ccp-props="{}">&nbsp;</span></p></div><h3>The Challenge</h3> <p data-pm-slice="1 1 []">We are looking for 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 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.&nbsp; You will be on the forefront of evangelizing Trust in the workplace.&nbsp;</p> <h3>Your Mission</h3> <div> <div id="copilot-message-rl53" class="fai-CopilotMessage__content r1izxv8h ___7qar2c0 fcthzvy"> <div> <div> <div class="___1vve6yh f22iagw f1vx9l62 f122n59 f3bhgqh f1mnxvew fly5x3f"> <div class="___j4vmuw0 f22iagw f1vx9l62 f1869bpl fly5x3f fbc6vix"> <div data-testid="loading-message"> <div> <div> <div id="response-idrl51" class="___1yop6mf f336tjw f9ijwd5 fz7g6wx fod5ikn f1s184ao" data-testid="lastChatMessage"> <div class="___1y7j18r f10pi13n ftgm304"> <div class="___1j4t0a1 f1lmfglv f1abmfm4" data-testid="markdown-reply" data-message-type="Chat"> <div class="___1obcdld f22iagw f1vx9l62 f1i1t7jz fk15e71 f1k953kz f137keqj f1rncccw f1stllg3 f1w4kmmc f1tric3v f10dk5ic fx8cdsv f16nlwsl f1eookvz fhjrts3 fqugt2f f18d18k8 f1v1vhmp f1hdmul3 f198vjnp f2dshw1 fjpjndq fnmj2pj ffrrb40 f1mon110 fhajzam fimndk6 fxv4dng fb1rn9k f59wlhv f1xmfh30 f18yf5o5 fmr6chf fw8qy2q ff161sd f1qr7t77 f1yyogn1 foogchg fp5872b f1tpb8gf f1hdgrc8 f1vatr43 frkxccd f9pdzkb f158oiaz ft5kggy f5l4ui7 f13j03li f18xdoka f8off4e f1go6zfc f128n2ra f1jpxw2j f1lwd9n0 fy0b8hm f1g2633v fx4kvgi fkvolse f1gxrt3a f1os76ua f1js9cnw f1g87ej0 freluf8 f1yggaq6 f2i3chp f1151osp florpoh f35kzfz ftp9m57 f1e288vi fz62hnz fixvuys f1nmofwh fc1c6mv f18a2er7 fhvkrdl fhxnn68 f1oce4bo fvhlfan f7tc0t0 f1ngf1n2 ffrzq6x f1yjiq2m f1aqdgql f1huvaf f10ij78l f1k94sa4 fkmfumq f1jvzkyl f1eu24ob f1xbfc1f fmf0lwf f107dsy8 f3w566c f4648sl f13zpkng f7unjfp f8p1rz fzu6h1w f1i1bi6h f1smo7hi f1sk1xod f1kgogdq f1gjktkp ft608jz f19dd9cz fg3xr24 fhd155k f1b8gl2e fg4b9ou flb4lo fdicbfk fgwcyh1 f1jbds0d f1fb9uea f1stuka4 fcrtu6g fwqh0xn f11w66yg f6e0e65 f1vvgu0 f1607507 fgct6un f1ec1nbe f1m9bycv f1ntoah8 f1b694rt faql4r2 fpjuhzh fmavl6h f1d9bsk fmzhlt0 f145l92p fwkyaqm f129obh1 f19la9g f127w39w fr0ux9m fxhidck f1cu4h9j f1wnbo7v f1eueg4z fy9c24f f1h2o91j f1iw08fq"> <ul> <li>Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle</li> <li>Act as the primary contact and sherpa to help your customers navigate OneTrust</li> <li>Collaborate cross-departmentally to provide product expertise</li> <li>Accelerate customer solutions through knowledge of their business and best practice guidance</li> <li>Deliver proactive communication and manage mission-critical escalations</li> <li>Align customer’s roadmap with our product roadmap</li> <li>Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests</li> <li>Understand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value</li> <li>Deliver business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives</li> <li>Utilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunities</li> <li>Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategy</li> <li>Utilize adoption stats to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities</li> <li>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</li> </ul> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <h3>You Are</h3> <div> <div id="copilot-message-rl7a" class="fai-CopilotMessage__content r1izxv8h ___7qar2c0 fcthzvy"> <div> <div class="___1vve6yh f22iagw f1vx9l62 f122n59 f3bhgqh f1mnxvew fly5x3f"> <div class="___j4vmuw0 f22iagw f1vx9l62 f1869bpl fly5x3f fbc6vix"> <div data-testid="loading-message" data-fui-focus-visible=""> <div id="response-idrl78" class="___1yop6mf f336tjw f9ijwd5 fz7g6wx fod5ikn f1s184ao" data-testid="lastChatMessage"> <div class="___1y7j18r f10pi13n ftgm304"> <div class="___1j4t0a1 f1lmfglv f1abmfm4" data-testid="markdown-reply" data-message-type="Chat"> <div class="___1obcdld f22iagw f1vx9l62 f1i1t7jz fk15e71 f1k953kz f137keqj f1rncccw f1stllg3 f1w4kmmc f1tric3v f10dk5ic fx8cdsv f16nlwsl f1eookvz fhjrts3 fqugt2f f18d18k8 f1v1vhmp f1hdmul3 f198vjnp f2dshw1 fjpjndq fnmj2pj ffrrb40 f1mon110 fhajzam fimndk6 fxv4dng fb1rn9k f59wlhv f1xmfh30 f18yf5o5 fmr6chf fw8qy2q ff161sd f1qr7t77 f1yyogn1 foogchg fp5872b f1tpb8gf f1hdgrc8 f1vatr43 frkxccd f9pdzkb f158oiaz ft5kggy f5l4ui7 f13j03li f18xdoka f8off4e f1go6zfc f128n2ra f1jpxw2j f1lwd9n0 fy0b8hm f1g2633v fx4kvgi fkvolse f1gxrt3a f1os76ua f1js9cnw f1g87ej0 freluf8 f1yggaq6 f2i3chp f1151osp florpoh f35kzfz ftp9m57 f1e288vi fz62hnz fixvuys f1nmofwh fc1c6mv f18a2er7 fhvkrdl fhxnn68 f1oce4bo fvhlfan f7tc0t0 f1ngf1n2 ffrzq6x f1yjiq2m f1aqdgql f1huvaf f10ij78l f1k94sa4 fkmfumq f1jvzkyl f1eu24ob f1xbfc1f fmf0lwf f107dsy8 f3w566c f4648sl f13zpkng f7unjfp f8p1rz fzu6h1w f1i1bi6h f1smo7hi f1sk1xod f1kgogdq f1gjktkp ft608jz f19dd9cz fg3xr24 fhd155k f1b8gl2e fg4b9ou flb4lo fdicbfk fgwcyh1 f1jbds0d f1fb9uea f1stuka4 fcrtu6g fwqh0xn f11w66yg f6e0e65 f1vvgu0 f1607507 fgct6un f1ec1nbe f1m9bycv f1ntoah8 f1b694rt faql4r2 fpjuhzh fmavl6h f1d9bsk fmzhlt0 f145l92p fwkyaqm f129obh1 f19la9g f127w39w fr0ux9m fxhidck f1cu4h9j f1wnbo7v f1eueg4z fy9c24f f1h2o91j f1iw08fq"> <ul> <li>An Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience</li> <li>Motivated to drive outcomes for your customers, you see Customer success as your own</li> <li>Comfortable holding other stakeholders accountable and unafraid to get loud when needed</li> <li>Lover of technology and someone who wants to learn how your customers use our products</li> <li>Empathetic to your customers, able to drill down into their pain points and find solutions that meet their needs</li> <li>Steady in the face of business-critical issues and capable of handling customer escalations</li> <li>Thrive in a fast-paced start up environment, and skilled at prioritizing incoming requests</li> <li>Strategic thinker, at your happiest when problem-solving, and comfortable making decisions</li> <li>Independent, but also a team player</li> <li>Willing to travel, job requires (Estimated 10–20%)</li> </ul> <p>Your Experience Includes:</p> <div> <div id="copilot-message-rl9g" class="fai-CopilotMessage__content r1izxv8h ___7qar2c0 fcthzvy"> <div> <div> <div class="___1vve6yh f22iagw f1vx9l62 f122n59 f3bhgqh f1mnxvew fly5x3f"> <div class="___j4vmuw0 f22iagw f1vx9l62 f1869bpl fly5x3f fbc6vix"> <div data-testid="loading-message" data-fui-focus-visible=""> <div> <div> <div id="response-idrl9e" class="___1yop6mf f336tjw f9ijwd5 fz7g6wx fod5ikn f1s184ao" data-testid="lastChatMessage"> <div class="___1y7j18r f10pi13n ftgm304"> <div class="___1j4t0a1 f1lmfglv f1abmfm4" data-testid="markdown-reply" data-message-type="Chat"> <div class="___1obcdld f22iagw f1vx9l62 f1i1t7jz fk15e71 f1k953kz f137keqj f1rncccw f1stllg3 f1w4kmmc f1tric3v f10dk5ic fx8cdsv f16nlwsl f1eookvz fhjrts3 fqugt2f f18d18k8 f1v1vhmp f1hdmul3 f198vjnp f2dshw1 fjpjndq fnmj2pj ffrrb40 f1mon110 fhajzam fimndk6 fxv4dng fb1rn9k f59wlhv f1xmfh30 f18yf5o5 fmr6chf fw8qy2q ff161sd f1qr7t77 f1yyogn1 foogchg fp5872b f1tpb8gf f1hdgrc8 f1vatr43 frkxccd f9pdzkb f158oiaz ft5kggy f5l4ui7 f13j03li f18xdoka f8off4e f1go6zfc f128n2ra f1jpxw2j f1lwd9n0 fy0b8hm f1g2633v fx4kvgi fkvolse f1gxrt3a f1os76ua f1js9cnw f1g87ej0 freluf8 f1yggaq6 f2i3chp f1151osp florpoh f35kzfz ftp9m57 f1e288vi fz62hnz fixvuys f1nmofwh fc1c6mv f18a2er7 fhvkrdl fhxnn68 f1oce4bo fvhlfan f7tc0t0 f1ngf1n2 ffrzq6x f1yjiq2m f1aqdgql f1huvaf f10ij78l f1k94sa4 fkmfumq f1jvzkyl f1eu24ob f1xbfc1f fmf0lwf f107dsy8 f3w566c f4648sl f13zpkng f7unjfp f8p1rz fzu6h1w f1i1bi6h f1smo7hi f1sk1xod f1kgogdq f1gjktkp ft608jz f19dd9cz fg3xr24 fhd155k f1b8gl2e fg4b9ou flb4lo fdicbfk fgwcyh1 f1jbds0d f1fb9uea f1stuka4 fcrtu6g fwqh0xn f11w66yg f6e0e65 f1vvgu0 f1607507 fgct6un f1ec1nbe f1m9bycv f1ntoah8 f1b694rt faql4r2 fpjuhzh fmavl6h f1d9bsk fmzhlt0 f145l92p fwkyaqm f129obh1 f19la9g f127w39w fr0ux9m fxhidck f1cu4h9j f1wnbo7v f1eueg4z fy9c24f f1h2o91j f1iw08fq"> <ul> <li>BA/BS in a relevant subject is required</li> <li>5-6+ years in a client-facing role within a CSM, professional services, or technical consulting role</li> <li>Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer</li> <li>Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)</li> <li>Management of Enterprise, Strategic customers</li> <li>Excellent verbal and written communication skills, including the ability to chair meetings or host webinars</li> <li>Ability to build relationships with key customer stakeholders at all levels, including C-suite level</li> <li>Strong entrepreneurial skills to excel in a complex and rapidly evolving environment</li> <li>Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude</li> <li>Experience using SFDC, Gainsight and other CS Technology applications</li> <li>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</li> </ul> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <p>&nbsp;</p> <p>&nbsp;</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.</p></div><div class="title">Salary Range</div><div class="pay-range"><span>$104,325</span><span class="divider">&mdash;</span><span>$139,100 USD</span></div></div></div><div class="content-conclusion"><h3><span class="TextRun SCXW202854797 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW202854797 BCX0">Where we Work</span></span></h3> <p>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.</p> <p>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.</p> <h3><span class="TextRun SCXW202854797 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW202854797 BCX0">Benefits</span></span></h3> <p><span class="TextRun SCXW202854797 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW202854797 BCX0">As an employee at&nbsp;</span><span class="NormalTextRun SpellingErrorV2Themed SCXW202854797 BCX0">OneTrust</span><span class="NormalTextRun SCXW202854797 BCX0">, you will be part of the </span><span class="NormalTextRun SpellingErrorV2Themed SCXW202854797 BCX0">OneTeam</span><span class="NormalTextRun SCXW202854797 BCX0">. That means </span><span class="NormalTextRun SCXW202854797 BCX0">you’ll</span><span class="NormalTextRun SCXW202854797 BCX0"> 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.</span></span></p> <h3>Resources&nbsp;&nbsp;</h3> <p>Check out the following to learn more about OneTrust and its people:&nbsp;</p> <ul> <li><a class="fui-Link ___m14voj0 f3rmtva f1ern45e f1deefiw f1n71otn f1q5o8ev f1h8hb77 f1vxd6vx f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f9n3di6 f1ids18y fygtlnl f1deo86v f12x56k7 f1iescvh ftqa4ok f50u1b5 fs3pq8b f1hghxdh f1tymzes f1x7u7e9 f1cmlufx f10aw75t fsle3fq" href="https://youtube.com/playlist?list=PLTM-0khp0wIWkO-Bh3IfdSMMOi8606Tl0" target="_blank">OneTrust Careers on YouTube</a></li> <li><a class="fui-Link ___m14voj0 f3rmtva f1ern45e f1deefiw f1n71otn f1q5o8ev f1h8hb77 f1vxd6vx f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f9n3di6 f1ids18y fygtlnl f1deo86v f12x56k7 f1iescvh ftqa4ok f50u1b5 fs3pq8b f1hghxdh f1tymzes f1x7u7e9 f1cmlufx f10aw75t fsle3fq" href="https://www.instagram.com/lifeatonetrust/" target="_blank">@LifeatOneTrust on Instagram</a></li> </ul> <h3>Your Data</h3> <p>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&nbsp;<a href="https://www.onetrust.com/privacy/">Privacy Overview</a><strong>.&nbsp;</strong>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&nbsp;<a href="https://privacyportal-cdn.onetrust.com/dsarwebform/37bcc497-a196-48f1-a08b-e897b5a77859/08a01c64-41fd-4b4e-9d42-cde44371a422.html">Data Subject Request Form</a>.</p> <p><span style="color: rgb(224, 62, 45);">Recruitment fraud warning:</span> <span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">OneTrust is aware of scams involving false offers of employment with our company.&nbsp;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. </span><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">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. </span></span><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">For more information or if you have been targeted please reach out to </span><span style="color: rgb(224, 62, 45);"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak"><a href="mailto:askrecruiting@onetrust.com">askrecruiting@onetrust.com</a></span></span><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">.</span></p> <h3><span data-contrast="none"><span data-ccp-parastyle="heading 3">Our Commitment to You</span></span><span data-ccp-props="{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:40,&quot;335559739&quot;:0,&quot;335559740&quot;:259}">&nbsp;</span></h3> <p><span data-contrast="auto">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.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}">&nbsp;</span></p> <p><span data-contrast="auto">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.</span></p></div>