Principal Customer Success Manager

Stellenbeschreibung:

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.

The Challenge

We are looking for a Principal Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our most strategic customers from implementation to renewal. As a Principal CSM, you will be assigned to a portfolio of our largest customers and be responsible for the success of those accounts. Your main goal will be to ensure key executive stakeholders are happy and satisfied with the products they have purchased. Our Principal CSMs are hyper‑focused on delivering revenue retention and growth through alignment, adoption, and world‑class customer engagement. You will manage the executive relationships, ensuring they are getting full value out of the platform, partner with Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and work 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, and you will be on the forefront of evangelizing Trust in the workplace.

Your Mission

Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
Elevate our operational components of how we deliver towards our customers
Act as the primary contact and sherpa to help your customers navigate OneTrust cross‑departmentally to provide product guidance
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 your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests
Understand each customer’s industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value
Deliver quarterly business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives
Utilize Adoption metrics to share best practice, 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 a way that aligns with OneTrust’s revenue strategy
Utilize adoption statistics and present health‑check data in meetings to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities
Deliver and communicate ROI for your customers throughout their lifecycle, ensuring they derive maximum value from their OneTrust investment and fully leverage their subscription

You Are

A persuasive communicator, you understand how messaging resonates with executive audiences at large corporations and how to tailor your style to meet the audience
Accustomed to proving return‑on‑investment for complex software solutions
Motivated to drive value‑based outcomes for your executive stakeholders
Comfortable holding other stakeholders accountable and unafraid to get loud when needed
Empathetic to your customers, able to drill down into their pain points and find solutions that meet their needs
Steady in the face of business‑critical issues and capable of handling customer escalations
Thrives in a fast‑paced environment, and skilled at prioritizing incoming requests
Able to drive change into our teams to deliver a better customer experience
Willing to travel; job requires an estimated 10% travel

Your Experience Includes

BA/BS in a relevant subject is required
8+ years in a client‑facing role within a CSM role for strategic customers
Proven success and genuine enthusiasm for working directly with large customers and executives
Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Management of strategic customers including Fortune 500 companies
Experience coordinating, hosting, and leading strategic meetings with C‑level executives
Ability to build relationships with key customer stakeholders at all levels, including C‑suite level
Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
Experience using SFDC, Gainsight and other CS technology applications
An ambitious person who takes the initiative to get things done – able to thrive in the dynamic environment that comes with a high‑growth company

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

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.