Principal Customer Success Manager, OneTrust
$108.8-163.1k
More information about location
Data privacy & compliance platform
Open for applications
Data privacy & compliance platform
1001+ employees
Open for applications
$108.8-163.1k
More information about location
1001+ employees
Company mission
The mission at OneTrust is to help companies use trust as a competitive advantage.
Role
Who you are
- 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
- 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
What the job involves
- 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 responsible for 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 responsible for supporting all live products. You will be on the forefront of evangelizing Trust in the workplace
- 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
Our take
Eye-watering fines for privacy and compliance violations have pushed data privacy and data management high up on the agenda of the world's biggest companies. OneTrust's privacy platform exists to help these companies ensure they are compliant with local laws wherever they operate, with a suite of tools to speed up compliance processes and build "privacy by design".
The company has set about making its offering the most comprehensive on the market, largely through acquisitions such as that of Climate Action and Carbon Management Platform Planetly. Successfully cementing itself as the leading body in trust intelligence - as well as gaining accolades such as ranking in the 2022 Forbes Cloud 100 - has ensured it the reputation to pursue further expansion, as it adds further innovative capabilities such as Certification Automation to its ecosystem.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
33% female employees
-8% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2023
$150m
LATE VC
Apr 2023
$50m
LATE VC
Total funding: $1.1bn
Company benefits
- Workstyle Flexibility - The option to work in the office, fully remote, or on a hybrid flex schedule based on their role and responsibilities.
- Career Development - Become an expert by earning industry certifications paid for by us through our learning & development program.
- Employee Recognition - Our people are invited to attend employee appreciation social events, participate in ticket giveaways, and celebrate one another through shout outs.
- Focus on Wellbeing - We have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays (including your birthday off), and paid sick days.
- Medical/Prescription Drug - We offer company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs.
Company HQ
Perimeter Center, Sandy Springs, GA
Articles
Leadership
Kabir Barday
(CEO)Previously Director of Product Management at at VMWare.
People progressing
Joined as an Implementation Consultant. Promoted to Implementation Lead after 4 months. Then promoted again to Director of Global Customer Success after 1.5 years and then Digital Customer Experience in 2022.
Joined as an Implementation Consultant. Promoted to Sales Engineer after 7 months. Promoted again after a year to Sales Engineering Lead for Central EMEA, then yet again after less than a year to become Sales Engineering Lead for EMEA in the ESG & Ethics division.
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