Strength in Trust
At OneTrust, we exist to unlock every company's potential to thrive by doing what's good for people and planet. Using cutting-edge technology and a real-world approach to privacy, GRC, ethics, and ESG, we’ve created a no-nonsense platform to help supercharge the global push for Trust Intelligence.
The Challenge
We are looking for aPortfolio Customer Success Manager to join our Customer Experience team. In this role, you willact as a trusted advisor for our portfolio and key customers from the start of their journey to renewal, through a medium touch and a digital approach. As a Portfolio CSM, you will be assigned to portfolio of customersand be responsible for the success of those accounts.Your main goal will be to ensure our portfolio customers are happy and satisfied with the products they have purchased through a range of customer engagements, from building one-to-one relationships with key executive stakeholders to creating and managing mass digital campaigns.
Our Portfolio CSMs are focused on delivering revenue retention and growth through alignment, adoption, and creative ways of delivering to a large audience. You will be responsible for ensuring customers are getting full value out the platform, partnering with our Sales, Product, Engineering, and Digital 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 your approach to managing is applied across more of the OneTrust suite of products. You will be on the forefront of evangelizing Trust in the workplace.
You Are
An excellent communicator - you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience
Excited by a digital/automated customer experience and have a passion to be part of the Digital transformation journey
Entrepreneurial and creative to develop approaches to managing many customers at one single time. Motivated to drive outcomes for your customers, you see Customer Success as your own
Experience using SFDC, Gainsight and other CS Technology tools to plan and execute on the portfolio and deliver on KPIs
Able to manage a large portfolio simultaneously
Independent,but also a team player
Comfortable with leading and facilitating executive meetings, group workshops, and
larger audience webinars which may contain many clients at a time
Able to effectively deliver training to larger groups of customers to better their
understanding of the OneTrust platform
Experience with account portfolio planning and prioritization. Task orientated and
focused on delivering outcomes
Strategic thinker, at your happiest when problem-solving, and comfortable making decisions
Thrive in a fast-paced start up environment, and skilled at prioritizing incoming requests
Your Mission
Establish relationships with customer stakeholders and executive sponsors to become a trusted advisor during the customer lifecycle
Ensure a minimum set of consistent touchpoints are delivered efficiently and digitally for each customer journey, demonstrating a seamless customer experience
Collaborate cross-departmentally to provide product expertise, supporting sales teams with renewals, up sells, cross-sells
Develop digital strategies to help a portfolio of customers utilize the OneTrust platform to derive maximum business value
Develop innovative campaigns to drive platform usage, based on customer journey or customer health
Deliverproactive communication and manage critical escalations
Utilize Adoption metrics to share best practice, proactively identify risk and identify
growth opportunities
Monitor adoption and customer usage to ensure customers are improving how they
are leveraging theirproducts
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 a portfolio of customers in a single approach,
ensuring your customers fully leverage their subscription.
Your Experience Includes
BA/BS in a relevant subject is required
3+ 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 customer
Track record of successful engagement across corporate functions (Professional
Services,Engineering, Sales,and Product Management)
Excellent verbal and written communication skills, including the ability to chair
meetings or host webinars
Ability to build relationships with key customer stakeholders at all levels
Experience with SaaS solutions with an enthusiasm for technology and
demonstrated technical aptitude
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
Extra Awesome
Experience of delivering a tech touch Customer Success approach for a large portfolio of clients
Relevant certifications (CIPP/E, CIPM, GRCP, CIPT, FIP, etc)
Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends
Benefits
As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!). Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program:
Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices.
Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. G o green with commuter program discounts and in-office perks.
Career Development: You’re not just joining any company; you’re joining the company that built the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series.
Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel.
Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.
Health Benefits: No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive.
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 federal, state or local laws.
Resources
Check out the following to learn more about OneTrust and its people:
OneTrust Careers on YouTube
Your Ultimate Guide to Careers at OneTrust
@LifeatOneTrust on Instagram
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