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Principal Customer Success Manager
Posted on 10/26/2022
INACTIVE
Locations
Atlanta, GA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Sales
Communications
Requirements
  • 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
  • Thrive 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 (Estimated 10-20%)
  • BA/BS in a relevant subject is required
  • 6-8+ years in a client-facing role within a CSM role for strategic customers
  • Proven success and genuine enthusiasm for working directly with large customer 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 - be able to thrive in the dynamic environment that comes with a high-growth company
Responsibilities
  • 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 your customers derive maximum value from their investment OneTrust and fully leverage their subscription
OneTrust

1,001-5,000 employees

Global privacy compliance
Company Overview
OneTrust was founded with a mission to help companies be more trusted.