Portfolio Customer Success Manager

Strength in Trust

OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.

The Challenge

We are looking for a

Portfolio Customer Success Manager

to join our Customer Experience team. In this role, you will act as a trusted advisor for our portfolio and key customers from the start of their journey to renewal, through a medium touch and a digital approach. As a Portfolio CSM, you will be assigned to portfolio of customers and be responsible for the success of those accounts. Your main goal will be to ensure our portfolio customers are happy and satisfied with the products they have purchased through a range of customer engagements, from building one-to-one relationships with key executive stakeholders to creating and managing mass digital campaigns.

Our Portfolio CSMs are focused on delivering revenue retention and growth through alignment, adoption, and creative ways of delivering to a large audience. You will be responsible for ensuring customers are getting full value out the platform, partnering with our Sales, Product, Engineering, and Digital 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 your approach to managing is applied across more of the OneTrust suite of products. You will be on the forefront of evangelizing Trust in the workplace.
Your Mission
Establish relationships with customer stakeholders and executive sponsors to become a trusted advisor during the customer lifecycle
Ensure a minimum set of consistent touchpoints are delivered efficiently and digitally for each customer journey, demonstrating a seamless customer experience
Collaborate cross-departmentally to provide product expertise, supporting sales teams with renewals, up sells, cross-sells
Develop digital strategies to help a portfolio of customers utilize the OneTrust platform to derive maximum business value
Develop innovative campaigns to drive platform usage, based on customer journey or customer health
Deliver proactive communication and manage critical escalations
Utilize Adoption metrics to share best practice, proactively identify risk and identify growth opportunities
Monitor adoption and customer usage to ensure customers are improving how they are leveraging their products
Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust's revenue strategy
Deliver and communicate ROI for a portfolio of customers in a single approach, ensuring your customers fully leverage their subscription.
You Are
BA/BS in a relevant subject is required
3+ years in a client-facing role within a CSM, professional services, or technical consulting role
Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer
Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
Ability to build relationships with key customer stakeholders at all levels
Experience with SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude
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
An excellent communicator - you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience
Excited by a digital/automated customer experience and have a passion to be part of the Digital transformation journey
Entrepreneurial and creative to develop approaches to managing many customers at one single time. Motivated to drive outcomes for your customers, you see Customer Success as your own
Experience using SFDC, Gainsight and other CS Technology tools to plan and execute on the portfolio and deliver on KPIs
Able to manage a large portfolio simultaneously
Independent, but also a team player
Comfortable with leading and facilitating executive meetings, group workshops, and larger audience webinars which may contain many clients at a time
Able to effectively deliver training to larger groups of customers to better their understanding of the OneTrust platform
Experience with account portfolio planning and prioritization. Task orientated and focused on delivering outcomes
Strategic thinker, at your happiest when problem-solving, and comfortable making decisions
Thrive in a fast-paced start up environment, and skilled at prioritizing incoming requests
Experience of delivering a tech touch Customer Success approach for a large portfolio of clients
Relevant certifications (CIPP/E, CIPM, GRCP, CIPT, FIP, etc)
Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends

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

$67,500-$101,250 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 toFinish Stronger.

We are committed to a flexible approach informed by a set of guiding principles. You'll see that reflected in our worker designations: "Office-flex" and "Location-flex".
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.

Each role may have specific requirements, so we encourage you to verify the location of the role with your recruiter during your first interview.
Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you'll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.
Resources

Check out the following to learn more about OneTrust and its people:
OneTrust Careers on YouTube
@LifeatOneTrust on Instagram
Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy OverviewYou can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.
Our Commitment to You

When you join OneTrust you are stepping onto a launching pad - the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry - Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.
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