Principal Customer Success Manager

The Challenge

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 are 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, your scope of work will expand to support all live products. You will be on the forefront of evangelizing Trust in the workplace.

Your Mission

• Pro-actively manage a customer portfolio of our most strategic customers: balance retention and growth in a way that aligns with OneTrust’s revenue strategy
• Establish strong relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
• Deliver and communicate ROI for your customers, ensuring your customers derive maximum value from their investment into OneTrust and fully leverage their subscription.
• Leverage your platform knowledge and understanding of each customer’s industry and trust management strategy to help them utilize the OneTrust platform to derive maximum business value
• Drive adoption of the OneTrust platform - utilize adoption metrics and health check data to gauge customer engagement, proactively identify risk and growth opportunities, and share best practice
• Act as the primary contact and sherpa to help your customers navigate OneTrust cross-departmentally to provide product guidance
• Align customer’s roadmap with our product roadmap and advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.
• Deliver quarterly business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives
• Elevate our operational components of how we deliver towards our customers
• Deliver proactive communication and manage mission-critical escalations

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 audience
• 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
• Accustomed to proving return-on-investment for complex software solutions
• Motivated to drive value-based outcomes for your executive stakeholders
• Comfortable holding other stakeholders accountable and unafraid to get loud when needed
• 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
• Thrive in a fast-paced environment, and skilled at prioritizing incoming requests
• Able to drive change into our teams to deliver a better customer experience
• Willing to travel, job requires (Estimated 10-20%)

Your Experience Includes

• BA/BS in a relevant subject is required
• Proficient with German and English language skills
• 8+ years in a client-facing role within a CSM role for strategic customers, Strategy or Management Consulting or Solution Engineering
• Proven success and genuine enthusiasm for working directly with large, strategic customers and executives across Fortune 500 companies
• Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
• Experience coordinating, hosting, and leading strategic meetings with C-level executives
• Ability to build relationships with key customer stakeholders at all levels, including C-suite level
• Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
• Experience using SFDC, Gainsight and other CS Technology applications