[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. OneTrust is a company focused on enabling innovation through responsible data use. They are seeking a Senior Customer Success Manager to act as a trusted advisor for strategic customers, ensuring their satisfaction and success with the OneTrust platform while driving revenue retention and growth.ResponsibilitiesEstablish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycleAct as the primary contact and sherpa to help your customers navigate OneTrust Collaborate cross-departmentally to provide product expertiseAccelerate customer solutions through knowledge of their business and best practice guidanceDeliver proactive communication and manage mission-critical escalationsAlign customer’s roadmap with our product roadmapAdvocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requestsUnderstand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business valueDeliver business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectivesUtilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunitiesManage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategyUtilize adoption stats to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunitiesDeliver and communicate ROI for your customers, throughout their lifecycle, ensuring your customers derive maximum value from their investment OneTrust and fully leverage their subscriptionSkillsBA/BS in a relevant subject is required5-7 years in a client-facing role within a CSM, professional services, or technical consulting roleEffective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customerTrack record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)Management of Enterprise, Strategic customersExcellent verbal and written communication skills, including the ability to chair meetings or host webinarsAbility to build relationships with key customer stakeholders at all levels, including C-suite levelStrong entrepreneurial skills to excel in a complex and rapidly evolving environmentExperience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitudeExperience using SFDC, Gainsight and other CS Technology applicationsAn ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment that comes with a high-growth companyAn Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audienceMotivated to drive outcomes for your customers, you see Customer success as your ownComfortable holding other stakeholders accountable and unafraid to get loud when neededLover of technology and someone who wants to learn how your customers use our productsEmpathetic to your customers, able to drill down into their pain points and find solutions that meet their needsSteady in the face of business-critical issues and capable of handling customer escalationsThrive in a fast-paced start up environment, and skilled at prioritizing incoming requestsStrategic thinker, at your happiest when problem-solving, and comfortable making decisionsIndependent, but also a team playerWilling to travel, job requires (Estimated 10-20%)BenefitsDiscretionary bonusesEquityCommissionsComprehensive healthcare coverageFlexible PTOEquity RSUsAnnual performance bonus opportunitiesRetirement account support14+ weeks of paid parental leaveCareer development opportunitiesCompany-paid privacy certification exam feesCompany OverviewOneTrust is the AI-Ready Governance platform helping organizations accelerate innovation while ensuring responsible data use. It was founded in 2016, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.onetrust.com.