Principal Customer Success Manager
OneTrust
- Atlanta, GA
- Permanent
- Full-time
- Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
- Elevate our operational components of how we deliver towards our customers
- Act as the primary contact and sherpa to help your customers navigate OneTrust cross-departmentally to provide product guidance
- Accelerate customer solutions through knowledge of their business and best practice guidance
- Deliver proactive communication and manage mission-critical escalations
- Align customer's roadmap with our product roadmap
- Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.
- Understand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value
- Deliver quarterly business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives
- Utilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunities.
- Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust's revenue strategy
- Utilize adoption statistics and present health check data in meetings to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
- Deliver and communicate ROI for your customers, throughout their lifecycle, ensuring your customers derive maximum value from their investment OneTrust and fully leverage their subscription.
- A persuasive communicator, you understand how messaging resonates with executive audiences at large corporations and how to tailor your style to meet the audience
- Accustomed to proving return-on-investment for complex software solutions
- Motivated to drive value-based outcomes for your executive stakeholders
- Comfortable holding other stakeholders accountable and unafraid to get loud when needed
- Empathetic to your customers, able to drill down into their pain points and find solutions that meet their needs
- Steady in the face of business-critical issues and capable of handling customer escalations
- Thrive in a fast-paced environment, and skilled at prioritizing incoming requests
- Able to drive change into our teams to deliver a better customer experience
- Willing to travel, job requires (Estimated 10-20%)
- BA/BS in a relevant subject is required
- 6+ years in a client-facing role within a CSM role for strategic customers
- Proven success and genuine enthusiasm for working directly with large customer and executives
- Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
- Management of Strategic customers including Fortune 500 companies
- Experience coordinating, hosting, and leading strategic meetings with C level executives
- Ability to build relationships with key customer stakeholders at all levels, including C-suite level
- Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
- Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
- Experience using SFDC, Gainsight and other CS Technology applications
- An ambitious person who takes the initiative to get things done - be able to thrive in the dynamic environment that comes with a high-growth company
- Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.
- Location-flex: Similar to other companies' remote policies, for OneTrust “Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role.