Senior Customer Success Manager - job 1 of 3

As a Senior Customer Success Manager at OneTrust, your primary responsibilities will include managing a portfolio of strategic customers, serving as a trusted advisor throughout the customer lifecycle, and ensuring they derive maximum value from the OneTrust platform. You'll collaborate with various internal teams to align solutions with customer needs, deliver business reviews, and utilize adoption metrics to drive customer engagement and growth.

Candidates for the Senior Customer Success Manager position at OneTrust should possess a BA/BS degree in a relevant subject and have at least 5-6 years of experience in a client-facing role, such as Customer Success, professional services, or technical consulting. Effective communication skills and a proven track record of working with enterprise customers are essential.

OneTrust is deeply committed to the professional development of its Senior Customer Success Managers. Employees benefit from career development opportunities, mentorship, and resources tailored to help them excel in their roles. Additionally, with the flexible working model, you’ll have the freedom to balance your career ambitions with personal commitments.

OneTrust offers a dynamic, fast-paced start-up environment where creativity and problem-solving thrive. Senior Customer Success Managers will work collaboratively across departments to tackle challenges and drive outcomes for customers, making this a highly rewarding place to build a career.

Benefits for a Senior Customer Success Manager at OneTrust include comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonuses, retirement support, and generous parental leave. Employees are also encouraged to pursue professional certifications, with fees covered by the company.

In prioritizing customer needs, I focus on understanding each customer's unique business goals and challenges. This involves active listening during meetings, utilizing data to identify engagement levels, and maintaining regular communication to address concerns promptly. Creating a personalized roadmap for each customer facilitates a tailored approach to meet their expectations effectively.

When managing escalations, I approach the situation with empathy and a solution-oriented mindset. I would first actively listen to the customer's concerns, validate their feelings, and then work collaboratively with them to identify potential solutions. It’s crucial to communicate transparently throughout the process to rebuild trust and demonstrate OneTrust's commitment to customer satisfaction.

To drive customer engagement, I leverage analytics and adoption metrics to identify usage patterns and opportunities for further training. Regular business reviews and check-ins help keep customers aligned with their goals, while proactive outreach fosters a sense of partnership, ensuring they feel valued and connected to OneTrust.

Advocating for customers internally involves clear communication with cross-departmental teams about the customer’s key business objectives and requirements. I prioritize sharing valuable feedback and product feature requests with the Product and Engineering teams to align OneTrust's offerings with customer needs, ensuring they receive the best possible solutions.

An essential aspect of the role is strong communication skills, as you will be the bridge between customers and internal teams. Additionally, a deep understanding of customer success and SaaS solutions is required to effectively see through an optimal experience for clients. Being proactive and genuinely interested in customers' success is vital to fostering long-lasting relationships.

In a previous role, I worked closely with a key account that was considering switching to a competitor. By conducting a comprehensive review of their current usage and uncovering additional needs they hadn’t fully realized, I proposed tailored training sessions that addressed their pain points. This not only retained the account but also increased their engagement and spending with our services.

My approach to onboarding new clients focuses on setting clear expectations and providing comprehensive training tailored to their unique goals. I ensure that they understand how to utilize the OneTrust platform from day one by establishing regular check-in meetings and providing resources for ongoing support to facilitate their transition.

Success in my role is measured by customer satisfaction rates, renewal rates, and overall engagement metrics. I regularly analyze these metrics, gather customer feedback, and conduct follow-ups to assess how effectively they are leveraging OneTrust, making adjustments as needed to deliver value.

Technology plays a crucial role in my customer success strategy. I utilize CS technology tools like Gainsight to analyze customer health scores, track engagement, and automate communication flows. This data-driven approach helps me make informed decisions on how to engage with customers effectively and remain proactive in addressing their needs.

To stay informed about industry trends in customer success, I regularly read industry blogs, participate in webinars, and engage with professional networks on platforms like LinkedIn. I also seek feedback and insights from customers to adapt to changing environments and ensure that OneTrust stays at the forefront of customer expectations.