Director, Customer Success Strategy and Transformation

Strength in Trust  

At OneTrust, we exist to unlock every company's potential to thrive by doing what's good for people and planet. Using cutting-edge technology and a real-world approach to privacy, GRC, ethics, and ESG, we’ve created a no-nonsense platform to help supercharge the global push for Trust Intelligence. 

The Challenge

The Customer Success (CS) Strategy & Ops Director leads a team who helps the Global CS organization improve effectiveness, efficiency, and consistency of the customer success delivery model. 

Your Mission

• Partner with Customer Success (CS) leadership to define & execute on Customer Success strategy 
• Define processes to plan, prioritize, execute, and measure success of CS initiatives 
• Maintains understanding of OneTrust product strategy & value proposition, SaaS model, tools, services, KPIs, process and program execution 
• Establish methods & tools to gather customer input and use this data to drive continuous improvement  
• Work closely with CS leadership to positively impact productivity, streamline key organizational changes, create leadership alignment, and define and accelerate process improvements to enable vision and success  
• Consolidate and present data around customer cancellation, customer churn reasons and overall customer case data to identify critical areas for improvement within our products and process to solve customer issues  
• Accountable for Customer Success Operations teams focused on systems, tools, data and analytics, and communications 
• Conducts analysis, defines and reports on KPIs to leadership in support of full CS organization  
• Establish processes for CS onboarding and ongoing talent development  
• Implement and manage software/applications that facilitate CS & CS Ops activities, serving in role as system business owner.  
• Strong management of global teams, people leadership, and talent development 

You Are

• 7+ years of senior leadership experience in business operations with emphasis on developing and delivering complex technology solutions  
• 4+ years analyzing and delivering business insights, driving strategy and vision mapping anchored in data and business outcomes, with direct Customer Success / Services operational excellence roles  
• Demonstrated expertise in developing and implementing customer success oriented standards, process improvements and operational efficiencies  
• Demonstrated people leadership and skill development focused skills required to foster customer relationships and emphasis on continuous improvement  
• Ability to demonstrate experience supporting enablement of customer success teams to proactively manage customers in a fast growing, dynamic environment supporting executive leaders  
• Definable experience influencing change management, problem resolution, and communicating complex ideas in coherent terms to cross function groups in a scaling environment 

Extra Awesome

• Relevant certifications (CIPP/E, CIPM, GRCP, CIPT, FIP, 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 l