Strength in Trust 

OneTrust unlocks the full potential of data and AI, securely and responsibly. Our platform enforces the secure handling of company data, empowering organizations to drive innovation responsibly while mitigating risks. With a comprehensive suite of solutions spanning data and AI security, privacy, governance, risk, ethics, and compliance, OneTrust enables seamless collaboration between data teams and risk teams to enable rapid and trusted innovation. Recognized as the market leader in trust, 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 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.

This individual will need to reside in Dallas, TX

Your Mission

Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customersElevate our operational components of how we deliver towards our customersAct 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 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 requests.Understand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business valueDeliver quarterly 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 opportunities.Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategyUtilize 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 audienceAccustomed to proving return-on-investment for complex software solutionsMotivated to drive value-based outcomes for your executive stakeholdersComfortable holding other stakeholders accountable and unafraid to get loud when neededEmpathetic 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 environment, and skilled at prioritizing incoming requestsAble to drive change into our teams to deliver a better customer experienceWilling to travel, job requires (Estimated 10-20%)BA/BS in a relevant subject is required6+ years in a client-facing role within a CSM role for strategic customersProven success and genuine enthusiasm for working directly with large customer and executivesTrack record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)Management of Strategic customers including Fortune 500 companiesExperience coordinating, hosting, and leading strategic meetings with C level executivesAbility 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 navigating B2B Enterprise SaaS solutions with an enthusiasm for technologyExperience 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 company

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$108,750—$163,125 USDWhere 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 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 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.