Senior Customer Success Manager

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 redefining responsible innovation. Challenge 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. You will manage a portfolio of accounts, ensuring our key customers are satisfied with the products they have purchased and driving revenue retention and growth through alignment, adoption, and world‑class engagement. 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 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 the customer by sharing key business requirements internally and managing product feature requests. Understand each customer’s industry and Trust management strategy to help them derive maximum business value. Deliver business reviews and communicate strategically with customers and executive teams. Utilize adoption metrics to share best practices, nurture value‑added activities, and identify growth opportunities. Manage an account portfolio to a Net ARR outcome, balancing retention and growth in line with OneTrust’s revenue strategy. Communicate ROI for customers throughout their lifecycle, ensuring they derive maximum value from their investment in OneTrust. What You Bring Excellent communicator, tailoring messaging for different stakeholders. Motivated to drive outcomes for customers, treating Customer Success as personal ownership. Comfortable holding stakeholders accountable and speaking up when needed. Passionate about technology and eager to learn how customers use our products. Empathetic, able to drill down into pain points and find solution‑oriented responses. Calm under pressure, capable of handling critical escalations. Thrives in a fast‑paced startup environment and prioritizes incoming requests. Strategic thinker who enjoys problem‑solving and decision‑making. Collaborative yet independent. Willing to travel (estimated 10–20%). Experience Required BA/BS in a relevant subject. 5‑6+ years in a client‑facing role within a CSM, professional services, or technical consulting capacity. Proven success and enthusiasm for working directly with customers. Track record of engaging across corporate functions (Professional Services, Engineering, Sales, Product Management). Experience managing enterprise or strategic customers. Strong verbal and written communication skills, including chairing meetings or hosting webinars. Ability to build relationships with stakeholders at all levels, including C‑suite. Entrepreneurial mindset to excel in a complex, rapidly evolving environment. Experience implementing SaaS solutions with technical aptitude. Familiarity with SFDC, Gainsight, and other CS technology applications. Initiative‑driven and thrives in a high‑growth company. Compensation

$104,325 - $139,100 USD

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. Benefits We provide comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonuses, retirement account support, 14+ weeks of paid parental leave, career development opportunities, and company‑paid privacy certification exam fees. Equal Employment Opportunity 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. #J-18808-Ljbffr OneTrust