Senior Customer Success Manager

Strength in Trust 

OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

The Challenge

The Senior Consultant – Customer Success you will be the customer’s top advocate, and help bridge the bond between the Customer, our Sales, Renewals, Product and Consulting teams. 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 Consultant will pro-actively 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 customer 
• 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 

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 discretionary bonuses, equity, and/or commissions, as well as benefits.

Salary Range$86,250—$129,375 USD

Where we Work

OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.  

The underlying “why” for Working@ 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 Finish Stronger.  

We are committed to a