Principal Customer Success Manager

Strength in Trust 

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.

The Challenge

We are looking for a Principal Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our most strategic customers from implementation to renewal. As a Principal CSM, you will be assigned to a portfolio of our largest customers and be tasked with the success of those accounts. Your main goal will be to ensure key executive stakeholders happy and satisfied with the products they have purchased. Our Principal CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer engagement. You will be responsible for managing the executive relationships, ensuring they are getting full value out the platform, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working to ensure adoption and growth within your accounts. As the customers you support grow with OneTrust, the scope of work will expand as well as you will be in charge of supporting all live products.  You will be on the forefront of evangelizing Trust in the workplace.

Position will sit in San Francisco, CA

Your Mission

• Lead and oversee a portfolio of strategic accounts
• Develop and execute high-level account strategies that position OneTrust as a critical partner in customers' long-term privacy, security, and compliance initiatives
• Serve as trusted advisor on privacy program management, security assurance, and data governance best practices
• Provide thought leadership on privacy, security, and governance trends, representing OneTrust at industry events and customer executive briefings
• Operate as an extension of the executive team team, helping to shape and implement new customer success strategies
• Develop advanced value realization methodologies tailored to high-value accounts, quantifying the impact of our solutions on business outcomes
• Lead cross-functional initiatives to enhance overall customer experience and drive business growth
• Act as an escalation point for critical customer issues
• Mentor senior CSMs, sharing advanced strategies for managing enterprise relationships and fostering value

You Are

• Visionary thinker with the ability to anticipate and address emerging challenges
• Deep business acumen, able to align OneTrust solutions with customers' strategic business objectives
• Outstanding communicator and relationship builder, with robust executive presence
• Outstanding relationship-building skills at the highest levels of organizations
• Innovative problem-solver with a track record of creating unique solutions for complex enterprise challenges
• Exemplary analytical skills with the ability to translate data into strategic insights and actionable plans
• Resilient and adaptable, thriving in high-pressure situations and dynamic environments
• Passionate advocate for responsible data use and privacy-centric business practices
• Impressive leadership and mentoring skills, contributing to to broader business impact
• Natural leader with the ability to influence without direct authority
• Continuous learner, staying ahead of industry trends and technological advancements
• Ability to travel up to 30%

You Have

• Bachelor’s degree in business, Information Systems, or related field
• 8-12 years of experience in customer success, account management, or related roles
• Proven track record of managing and growing large strategic enterprise accounts
• Deep expertise in global privacy regulations, security frameworks, and governance best practices
• Proficient executive presence with demonstrated ability to influence C-level stakeholders
• Experience in Privacy, Risk, or Data Governance

Preferred Qualifications

• MBA or advanced degree
• Expert knowledge of success methodologies, solutions, and AI tools
• Expertise in value selling and value realization techniques
• Exp