Director, Customer Success Strategy & Operations

Strength in Trust 

At OneTrust, we help businesses around the world to make trust a competitive advantage. Our category-defining enterprise platform enables organizations to operationalize trust across privacy, security, data governance, GRC, third-party risk, ethics, and compliance, and ESG.

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 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
• Strong management across global teams, people leadership, and talent development

Your Experience Includes

• 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

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, remote or hybrid workplace flexibility, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

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. 

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretion