Senior Customer Success Manager
4 days ago
About the Role
We are seeking a highly skilled and experienced Senior Customer Success Manager to join our team at OneTrust. As a Senior Customer Success Manager, you will be responsible for driving customer adoption, identifying and mitigating potential roadblocks, and performing system and process health checks to maximize the value customers receive from the OneTrust platform.
Key Responsibilities
- Customer Success: Take ownership of customer cancelations and escalations, liaise with internal and external stakeholders, and propose resolution plans to maximize retention and adoption.
- Proactive Engagement: Proactively engage with stakeholders from your assigned customer territory to ensure maximum product adoption and return on their investment in OneTrust.
- Platform Optimization: Analyze and act upon platform usage statistics, helping drive forward adoption of the OneTrust platform through training, consulting, data imports, partner engagements, and other adoption techniques.
- System and Process Health Checks: Arrange, scope, and undertake system and process health checks, which involve an in-depth review of a Customer's use of the OneTrust platform, advising on proven ways of working and best practices.
Requirements
- Education: Bachelor's degree required.
- Experience: 5+ years of customer success or software consulting experience.
- Customer-Facing Skills: Effective customer-facing communication skills, proven success in, and genuine enthusiasm for working directly with customers.
- Corporate Function Engagement: Proven ability to engage across corporate functions (Professional Services, Product Management, Sales, and Executive).
- Communication Skills: Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software.
- Strategic Thinking: Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
- Problem-Solving: Strategic thinking, problem-solving, and decision-making capabilities.
- Entrepreneurial Skills: Strong entrepreneurial skills to excel in a complex and rapidly evolving environment.
Preferred Qualifications
- Industry Experience: 5+ years' experience within the Technology/SaaS industry.
- Certifications: CIPP/E or CIPM certified.
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