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Senior Customer Success Manager

2 months ago

Bodega Bay, California, United States OneTrust Full time
Unlock the Full Potential of Data and AI

OneTrust is a leading platform that enables organizations to securely handle company data and drive innovation responsibly. As a Senior Customer Success Manager, you will be the top advocate for our customers, bridging the gap between customer, sales, renewals, product, and consulting teams.

The Challenge

You will be responsible for driving customer adoption, identifying and mitigating potential roadblocks with subscription renewals, and performing system and process health checks to maximize the value customers receive from the OneTrust platform. A successful Senior Customer Success Manager will proactively engage with customers from their assigned territory to ensure their full adoption and ongoing use of the OneTrust platform, as well as bridging any other support gaps to ensure that the customer is fully leveraging the product to meet their business needs.

Your Mission
  • Take ownership of customer cancelations and escalations. Liaise with internal and external stakeholders and propose resolution plans to maximize retention and adoption.
  • Proactively engage with stakeholders from your assigned customer territory to ensure maximum product adoption and return on their investment in OneTrust.
  • 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.
  • Arrange, scope, and undertake system and process health checks. These extended consulting exercises occur over two or more sessions and involve an in-depth review of a Customer's use of the OneTrust platform, advising on proven ways of working and best practices.
You Are

You are a hardworking and determined individual used to working in a fast-paced and dynamic environment. You're an independent worker who can problem-solve, process information quickly, and clearly translate it to the relevant teams.

Your Experience Includes
  • Bachelor's degree required
  • 5+ years of customer success or software consulting experience
  • Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customers
  • Proven ability to engage across corporate functions (Professional Services, Product Management, Sales, and Executive)
  • 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
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
  • Strategic thinking, problem-solving, and decision-making capabilities
  • Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
Extra Awesome
  • 5+ years' experience within the Technology/SaaS industry
  • CIPP/E or CIPM certified

OneTrust is committed to providing 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 local laws.