Portfolio Jobs

The Challenge

We are looking for a Customer Success Manager to join our Customer Experience team. In this role, you will serve as a strategic advisor to a portfolio of enterprise customers, helping them maximize the value of their OneTrust investment and achieve their business objectives.As a CSM, you will build executive relationships, drive adoption and value realization, and align OneTrust solutions to customer priorities. Working cross-functionally with Sales, Product, Professional Services, Support, and Engineering, you will help customers achieve measurable outcomes and scale their trust, privacy, risk, and compliance programs.Success in this role is measured through customer value, retention, growth, and long-term partnership. You will proactively identify opportunities and risks, lead strategic conversations, and guide customers as their programs and use of OneTrust mature.

Your Mission

• Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle
• Act as the advocate and advisor to help your customers navigate OneTrust
• Identify and discuss business objectives and key priorities
• Deliver proactive communication and manage mission-critical escalations
• Align customer’s roadmap with our product roadmap
• Advocate for customer priorities by partnering with Product and Engineering on enhancement requests, aligning on feasibility and priorities while managing customer expectations around outcomes and timelines.
• Understand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value
• Deliver 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
• 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

/Have

• An Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience
• Motivated to drive outcomes for your customers, you see Customer success as your own
• Skilled at influencing cross-functional stakeholders, establishing accountability, and maintaining momentum on customer priorities.
• Lover of technology and someone who wants to learn how your customers use our products
• 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
• Able to Thrive in a fast-paced start up environment, and skilled at prioritizing incoming requests
• At your happiest when problem-solving, and comfortable making decisions
• Independent, but also a team player
• 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

Your Experience Includes

• 3-4+ years in a client-facing role within a CSM, professional services, or technical consulting role
• Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customers
• Experience working across corporate functions (Professional Services, Product & Engineering, Commercial teams, Technical Advisory teams and Product Management)
• Experience working with multiple stakeholders within a customer
• Excellent verbal and written communication skills, including the ability to chair meetings with customer executives
• Ability to build relationships with key customer stakeholders at all levels
• Entrepreneurial skills to excel in a complex and rapidly evolving SaaS environment
• Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude.
• Experience using SFDC, Gainsight and other CS Technology applications

Extra Awesome

• Relevant certifications (CIPP/E, CIPM, GRCP, CIPT, FIP, etc)
• Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends
• Fluency in Dutch, Norwegian, Swedish or Danish is a plus