Principal Customer Success Manager

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 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 be responsible for managing the executive relationships, ensuring they are getting full value out the platform, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working 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.  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 your customers derive maximum value from their investment OneTrust 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
• 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%)

      Your Experience Includes

• 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

Extra Awesome

• Relevant certifications (CIPP/E, CIPM, CIPT, GRCP, etc)   
• Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends

Benefits

As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!). 

Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program:

• Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices.
• Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. Go green with commuter program discounts and in-office perks. 
• Career Development: You’re not just joining any company; you’re joining the company that built the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series.
• Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel.
• Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals. 
• Health Benefits: No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive.

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.

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 federal, state or local laws.