Principal Customer Success Manager

The Challenge
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.

Your Mission

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.

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

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

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