Principal Customer Success Manager
OneTrust is seeking 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, guiding them from implementation through renewal. As a Principal CSM, you will manage a portfolio of our largest accounts, ensuring key executive stakeholders are satisfied and deriving full value from our platform. This position is pivotal in driving revenue retention and growth through alignment, adoption, and exceptional customer engagement.
Key responsibilities include establishing and nurturing relationships with senior executive sponsors to become a strategic advisor throughout the customer lifecycle. You will serve as the primary contact, assisting customers in navigating OneTrust's offerings and collaborating cross-departmentally to provide product guidance. Your role involves accelerating customer solutions through business knowledge and best practice guidance, proactively managing communications, handling critical escalations, and aligning customer roadmaps with our product development. Additionally, you will advocate for customers by conveying their business requirements internally and managing their product feature requests.
The ideal candidate possesses a BA/BS in a relevant field and has over six years of experience in a client-facing role within a Customer Success Management capacity for strategic customers. Proven success in engaging directly with large customers and executives is essential. A track record of successful collaboration across corporate functions such as Professional Services, Engineering, Sales, and Product Management is required. Experience managing strategic customers, including Fortune 500 companies, and coordinating strategic meetings with C-level executives is crucial. Strong entrepreneurial skills to excel in a complex and rapidly evolving environment are also necessary.
OneTrust offers a comprehensive benefits package, including healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, and over 14 weeks of paid parental leave. We are committed to supporting our employees' physical, mental, and emotional well-being, providing career development opportunities, and covering company-paid privacy certification exam fees.
At OneTrust, we embrace an office-first culture, encouraging three days a week in the office for most roles, with meaningful opportunities to collaborate and celebrate in person. We are dedicated to fostering a diverse and inclusive environment where employees can thrive and contribute to our mission of enabling organizations to use data and AI responsibly.