Senior Customer Success Manager
The Senior Customer Success Manager at OneTrust serves as a trusted advisor to strategic customers, guiding them from initial engagement through renewal. This role is integral to the Customer Experience team, focusing on ensuring client satisfaction and fostering long-term relationships. OneTrust is dedicated to enabling innovation through responsible data and AI usage, providing a platform that unifies regulatory intelligence and governance workflows.
Key responsibilities include establishing and maintaining relationships with customer stakeholders and executive sponsors, acting as the primary contact to help clients navigate OneTrust's offerings, and collaborating across departments to provide product expertise. The role involves accelerating customer solutions through business knowledge and best practices, managing critical escalations, aligning customer roadmaps with product developments, and advocating for customer needs within the company. Additionally, the manager will deliver business reviews, utilize adoption metrics to identify growth opportunities, and manage an account portfolio to balance retention and growth.
Candidates should possess a BA/BS in a relevant field and have 5-6+ years of experience in client-facing roles such as customer success management, professional services, or technical consulting. Effective communication skills are essential, with a proven track record of successful engagement across corporate functions. Experience managing enterprise or strategic customers, implementing SaaS solutions, and proficiency with tools like SFDC and Gainsight are also required. The role demands a strategic thinker who thrives in a dynamic environment and is willing to travel as needed.
OneTrust offers a comprehensive benefits package, including healthcare coverage, flexible PTO, equity RSUs, annual performance bonuses, retirement account support, and paid parental leave. The company embraces an office-first culture, encouraging in-person collaboration and providing opportunities for professional development and career growth.