Strength in Trust 

OneTrust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

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 tasked with 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 in charge of supporting all live products.  You will be on the forefront of evangelizing Trust in the workplace.

Position will sit in San Francisco, CA

Your Mission

• Lead and oversee a portfolio of strategic accounts
• Develop and execute high-level account strategies that position OneTrust as a critical partner in customers' long-term privacy, security, and compliance initiatives
• Serve as trusted advisor on privacy program management, security assurance, and data governance best practices
• Provide thought leadership on privacy, security, and governance trends, representing OneTrust at industry events and customer executive briefings
• Operate as an extension of the executive team team, helping to shape and implement new customer success strategies
• Develop advanced value realization methodologies tailored to high-value accounts, quantifying the impact of our solutions on business outcomes
• Lead cross-functional initiatives to enhance overall customer experience and drive business growth
• Act as an escalation point for critical customer issues
• Mentor senior CSMs, sharing advanced strategies for managing enterprise relationships and fostering value

You Are

• Visionary thinker with the ability to anticipate and address emerging challenges
• Deep business acumen, able to align OneTrust solutions with customers' strategic business objectives
• Outstanding communicator and relationship builder, with robust executive presence
• Outstanding relationship-building skills at the highest levels of organizations
• Innovative problem-solver with a track record of creating unique solutions for complex enterprise challenges
• Exemplary analytical skills with the ability to translate data into strategic insights and actionable plans
• Resilient and adaptable, thriving in high-pressure situations and dynamic environments
• Passionate advocate for responsible data use and privacy-centric business practices
• Impressive leadership and mentoring skills, contributing to to broader business impact
• Natural leader with the ability to influence without direct authority
• Continuous learner, staying ahead of industry trends and technological advancements
• Ability to travel up to 30%

You Have

• Bachelor’s degree in business, Information Systems, or related field
• 8-12 years of experience in customer success, account management, or related roles
• Proven track record of managing and growing large strategic enterprise accounts
• Deep expertise in global privacy regulations, security frameworks, and governance best practices
• Proficient executive presence with demonstrated ability to influence C-level stakeholders
• Experience in Privacy, Risk, or Data Governance

Preferred Qualifications

• MBA or advanced degree
• Expert knowledge of success methodologies, solutions, and AI tools
• Expertise in value selling and value realization techniques
• Experience in leading cross-functional teams to drive customer outcomes

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

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$127,500—$191,250 USDWhere we Work

We are embracing an office first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this 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 RSUs, 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 Overview. You 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.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.

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 category. 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.