OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies data collection with consent and preferences, automates data governance with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and promotes responsible data use by enforcing data policies throughout the data lifecycle. OneTrust supports collaboration between data and risk teams to foster rapid, trusted innovation. Recognized as a market leader with over 300 patents, we serve more than 14,000 customers worldwide, from industry giants to small businesses.
The Challenge
We’re seeking a Senior Customer Success Manager to join our Customer Experience team. In this high-to-medium touch role, you’ll act as a trusted advisor for a portfolio of strategic customers—from onboarding to renewal—aiming to enhance customer satisfaction, adoption, and long-term value.
You will collaborate cross-functionally with Sales, Product, Engineering, and Consulting teams to ensure customer success with OneTrust, advocating for trust and maximizing platform benefits.
Your Mission
1. Build strong relationships with key customer stakeholders and executive sponsors, becoming a strategic advisor throughout the customer lifecycle.
2. Guide customers through their OneTrust journey, ensuring successful adoption of our platform.
3. Collaborate with internal teams to deliver product expertise, address escalations, and align on customer roadmaps.
4. Understand customer business goals and industry context to provide tailored, best-practice guidance.
5. Advocate for customer needs internally and communicate feature requests to Product and Engineering teams.
6. Lead strategic business reviews, communicating ROI and progress towards objectives.
7. Use adoption metrics to proactively manage risks, drive engagement, and identify growth opportunities.
8. Manage the Net ARR for your portfolio by balancing retention and expansion strategies.
You Are
* An excellent communicator, capable of tailoring messages for diverse audiences, including C-level stakeholders.
* Customer-obsessed and outcome-driven, focused on customer success.
* Assertive when necessary, holding others accountable to meet goals.
* Technically curious, eager to understand customer use of OneTrust solutions.
* Empathetic, strategic, and confident in high-pressure problem-solving.
* Comfortable working independently in a fast-paced environment, yet collaborative as a team player.
* Willing to travel up to 20% as needed.
* Fluent in English and Spanish; proficiency in Italian and/or Portuguese is a plus.
Your Experience Includes
* Bachelor’s degree in a relevant field.
* 5–6+ years in a customer-facing role such as CSM, professional services, or technical consulting.
* Proven success managing enterprise or strategic accounts.
* Experience working cross-functionally with Sales, Product, and Engineering teams.
* Strong communication and presentation skills, including leading meetings and webinars.
* Comfort engaging stakeholders at all levels, including C-suite.
* Hands-on experience with SaaS platforms and Customer Success tools (e.g., Salesforce, Gainsight).
* A proactive, self-starting mindset with a passion for delivering customer value.
Where we Work
OneTrust offers a flexible working model, emphasizing a culture of collaboration, connection, learning, and celebration. Specific work arrangements may vary; verify role location with your recruiter during the interview process.
As part of the OneTeam, you'll receive comprehensive support—including healthcare, flexible PTO, equity, bonuses, retirement support, parental leave, career development, and more. Benefits vary by country. For details, contact your recruiter or visit onetrust.com/careers.
Resources
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Our Commitment to You
Joining OneTrust means embarking on a boundaryless career with a diverse, inclusive team passionate about meaningful work. Your expertise will shape a new industry category. We are committed to your growth and success.
We provide equal employment opportunities and prohibit discrimination of any kind.
Our Privacy Center
We are transparent about data collection and use, allowing you to exercise your rights and manage preferences easily.
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