Senior Customer Success Manager
AI summary of the role
Senior Customer Success Manager role on the Customer Experience team, managing a portfolio of strategic enterprise accounts for a high-growth governance SaaS platform.
No longer in the current catalog. Last included 2026-09-09. Check the employer’s posting for availability.
What you’ll do
- Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle
- Act as primary contact to help customers navigate OneTrust, collaborating cross-departmentally to provide product expertise
- Deliver proactive communication, manage mission-critical escalations, and align customer roadmap with product roadmap
- Manage an account portfolio to a Net ARR outcome, balancing retention and growth in line with revenue strategy
What you’ll bring
- BA/BS in a relevant subject
- 5-7 years in a client-facing role within CSM, professional services, or technical consulting
- Management of Enterprise, Strategic customers
- Experience implementing SaaS solutions with demonstrated technical aptitude
Technologies
SFDC · Gainsight · SaaS
About OneTrust
AI-ready governance platform unifying regulatory intelligence, automation, and connected workflows for responsible data and AI use at enterprise scale.
Private Late · 2000–5000 people
Source and classification
Customer adoption & accounts · Evidence for this classification:
Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role. As a Senior CSM, you will be assigned to a portfolio of customers and be responsible for the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased. Our Senior 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 customer relationship, 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
More from the job description
Strength in Trust OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society. The Challenge We are looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role. As a Senior CSM, you will be assigned to a portfolio of customers and be responsible for the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased. Our Senior CSMs are hyper-focused on delivering revenue [... source excerpt omitted ...] rtnering 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. Your Mission Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle Act as the primary contact and sherpa to help your customers navigate OneTrust Collaborate cross-departmentally to provide product e [... source excerpt omitted ...] rtise Accelerate customer solutions through knowledge of their business and best practice guidance Deliver proactive communication and manage mission-critical escalations Align customer’s roadmap with our product roadmap Advocate 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 value Deliver business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business obje
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