Senior Customer Success Manager
Tremendous$180,000 - $220,000/year
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaS, Privacy, Security, AI GovernanceIndustries
Requirements
- Excellent communicator who understands how messaging resonates with different stakeholders and tailors style to meet the audience
- Motivated to drive outcomes for customers and views customer success as personal
- Comfortable holding other stakeholders accountable and unafraid to get loud when needed
- Lover of technology
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 customers navigate OneTrust and 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 OneTrust’s product roadmap
- Advocate for customers by sharing their key business requirements internally with Product and Engineering teams and managing 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 customers and their executive teams to ensure delivery on business objectives
- Utilize adoption metrics to share best practices, 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 alignment with OneTrust’s revenue strategy
- Utilize adoption stats to gauge customer engagement, identifying opportunities for further training, adoption, or expansion
- Deliver and communicate ROI for customers throughout their lifecycle, ensuring they derive maximum value from their investment in OneTrust and fully leverage their subscription
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this role fully remote?
No, this role is hybrid and not 100% remote.
What are the main responsibilities of the Principal Customer Success Manager?
You will act as a trusted advisor for strategic customers, manage their portfolio for success, ensure revenue retention and growth through alignment and adoption, partner with Sales, Product, Engineering, and Consulting teams, and support all live products as customers grow.
What salary or compensation does this role offer?
This information is not specified in the job description.
What kind of experience makes a strong candidate for this position?
Strong candidates will have experience establishing executive relationships, collaborating cross-departmentally, accelerating customer solutions with business knowledge, managing escalations, aligning roadmaps, advocating for customer requirements, and delivering business reviews.
What is the team structure for this role?
You will join the Customer Experience team and partner closely with Sales, Product, Engineering, and Consulting teams to support customers.
OneTrust
Data privacy and governance management platform
About OneTrust
OneTrust provides a platform that assists businesses in managing their data privacy, governance, risk, and compliance needs. The platform helps organizations visualize and control their data, addressing the challenge of 'data sprawl' by tracking what data they have, where it is stored, and how it is used. This is crucial for ensuring compliance with various laws and regulations regarding data usage and customer privacy. OneTrust serves a wide range of businesses, from small companies to large enterprises, all of which need to handle data responsibly. The company operates on a subscription model, where clients pay a recurring fee based on their size and data management needs. OneTrust's goal is to empower businesses to use data ethically while maintaining compliance with legal standards.
Atlanta, GeorgiaHeadquarters
2016Year Founded
$1,089.5MTotal Funding
LATE_VCCompany Stage
Data & Analytics, Enterprise Software, CybersecurityIndustries
1,001-5,000Employees
Benefits
Health Insurance
Unlimited Paid Time Off
Stock Options
Performance Bonus
401(k) Retirement Plan
401(k) Company Match
Parental Leave
Professional Development Budget
Risks
Emerging privacy tech startups may erode OneTrust's market share.
Rapid AI technology evolution could outpace OneTrust's platform capabilities.
Over-reliance on partnerships may expose OneTrust to performance risks.
Differentiation
OneTrust offers a comprehensive platform for data privacy and governance management.
The platform automates compliance with global data privacy regulations, reducing manual efforts.
OneTrust's integration with IAB Diligence Platform enhances its advertising compliance capabilities.
Upsides
Growing demand for AI governance tools boosts OneTrust's market potential.
Partnerships with cloud providers like Microsoft Azure expand platform accessibility.
Increasing complexity of global data privacy regulations drives demand for OneTrust's solutions.
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