Customer Service & Success Manager

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. The Challenge We are looking for a Principal Customer Success Manager to join our Customer Experience team. As a Principal CSM, you will be assigned to a portfolio of our largest customers and be responsible for the success of those accounts. 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. Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
Understand each customer’s industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value
Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust’s revenue strategy
Utilize adoption statistics and present health check data in meetings to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
Accustomed to proving return‑on‑investment for complex software solutions

• Thrive in a fast‑paced environment, and skilled at prioritizing incoming requests
• 6+ years in a client‑facing role within a CSM role for strategic customers
• Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
• Management of Strategic customers including Fortune 500 companies
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
• Fluent in Spanish; Portuguese is a plus

Where 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. 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. OneTrust Careers on YouTube
~@Your Data You have the right to have your personal data updated or removed. You can change your mind at any time and have your personal data removed from our database. The request should be made on the Data Subject Request Form . The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. 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. Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. net" email address. 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.