Senior Customer Success Manager

<h3>Strength in Trust </h3> <p><span>OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.</span></p><h3><strong>The Challenge</strong></h3> <p>We’re looking for a <strong>Senior Customer Success Manager</strong> to join our Customer Experience team. In this high-to-medium touch role, you’ll act as a trusted advisor for a portfolio of strategic customers—from onboarding through to renewal. Your mission? To drive customer satisfaction, adoption, and long-term value.</p> <p>As a Senior CSM, you’ll partner cross-functionally with Sales, Product, Engineering, and Consulting teams to ensure your customers are successful with OneTrust. You’ll be at the forefront of promoting Trust in the workplace, ensuring each customer gets the most out of our platform.</p> <h3><strong>Your Mission</strong></h3> <ul> <li> <p>Build strong relationships with key customer stakeholders and executive sponsors to become a strategic advisor throughout the customer lifecycle.</p> </li> <li> <p>Serve as the main point of contact to guide customers through their OneTrust journey and ensure adoption of our platform.</p> </li> <li> <p>Collaborate cross-functionally to deliver product expertise, address escalations, and align on customer roadmaps.</p> </li> <li> <p>Understand each customer’s business goals and industry to deliver tailored, best-practice guidance.</p> </li> <li> <p>Advocate for customer needs internally and manage feature request communications with Product and Engineering teams.</p> </li> <li> <p>Lead strategic business reviews and communicate ROI and progress toward business objectives.</p> </li> <li> <p>Use adoption metrics and insights to proactively manage risk, drive engagement, and identify growth opportunities.</p> </li> <li> <p>Own the Net ARR for your portfolio by balancing retention and expansion strategies.</p> </li> </ul> <h3><strong>You Are</strong></h3> <ul> <li> <p>An excellent communicator who tailors messaging for different audiences, including C-level stakeholders.</p> </li> <li> <p>Customer-obsessed and outcome-driven, always acting with your customers’ success in mind.</p> </li> <li> <p>Assertive when needed, holding others accountable to ensure goals are met.</p> </li> <li> <p>Technically curious and eager to understand how your customers use OneTrust solutions.</p> </li> <li> <p>Empathetic, strategic, and a confident problem-solver in high-pressure situations.</p> </li> <li> <p>Comfortable working independently in a fast-paced, start-up environment—yet always ready to collaborate as a team player.</p> </li> <li> <p>Willing to travel up to 10–20% as needed.</p> </li> <li>You are fluent in English and Spanish; Italian and/or Portuguese are a strong plus.</li> </ul> <h3><strong>Your Experience Includes</strong></h3> <ul> <li> <p>Bachelor’s degree in a relevant field.</p> </li> <li> <p>5–6+ years in a customer-facing role such as CSM, professional services, or technical consulting.</p> </li> <li> <p>Proven success in managing enterprise or strategic accounts.</p> </li> <li> <p>Experience working cross-functionally with Sales, Product, and Engineering teams.</p> </li> <li> <p>Strong communication and presentation skills, including leading meetings and webinars.</p> </li> <li> <p>Comfort engaging stakeholders at all levels, including the C-suite.</p> </li> <li> <p>Hands-on experience with SaaS platforms and Customer Success tools (e.g., Salesforce, Gainsight).</p> </li> <li> <p>A proactive, self-starter mindset with a passion for delivering customer value.</p> </li> </ul><h3><span lang="EN-US"><span>Where we Work</span></span></h3> <p>OneTrust embraces a flexible working model. The underlying “why” for our workplace strategy is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to <em>Finish Stronger</em>.</p> <p>Each role may have specific flexible, hybrid, or in-office requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.</p> <h3><span lang="EN-US"><span>Benefits</span></span></h3> <p><span lang="EN-US"><span>As an employee at </span><span>OneTrust</span><span>, you will be part of the </span><span>OneTeam</span><span>. That means </span><spa