OneTrust · 1 week ago
Principal Customer Success Manager
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$128K/yr - $191K/yr
6+ years expOneTrust is a leader in data and AI governance, providing solutions for organizations to manage data responsibly. The Principal Customer Success Manager will act as a trusted advisor for strategic customers, ensuring their success and satisfaction with OneTrust's platform while driving revenue retention and growth through strong customer engagement.
Artificial Intelligence (AI)ComplianceCyber SecurityData GovernanceInformation TechnologySoftware
Responsibilities
Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
Elevate our operational components of how we deliver towards our customers
Act as the primary contact and sherpa to help your customers navigate OneTrust cross-departmentally to provide product guidance
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 quarterly 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
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
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
Qualification
Required
BA/BS in a relevant subject is required
6+ years in a client-facing role within a CSM role for strategic customers
Proven success and genuine enthusiasm for working directly with large customer and executives
Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Management of Strategic customers including Fortune 500 companies
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
Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
Experience using SFDC, Gainsight and other CS Technology applications
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
A persuasive communicator, you understand how messaging resonates with executive audiences at large corporations and how to tailor your style to meet the audience
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%)
Benefits
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
Company
OneTrust
OneTrust is the AI-Ready Governance platform helping organizations accelerate innovation while ensuring responsible data use.
1001-5000 employees
H1B Sponsorship
OneTrust has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (8)
2022 (104)
2021 (110)
2020 (94)
Funding
Current Stage
Late StageTotal Funding
$2.07BKey Investors
Generation Investment ManagementSoftBank Vision FundTCV
2023-07-24Series Unknown· $150M
2023-03-31Secondary Market· $1B
2021-04-06Series C· $210M
Leadership Team
Kabir Barday
Founder, CEO
Guido Torrini
Chief Financial Officer
Recent News
Hypepotamus
2025-12-24
2025-12-02
Company data provided by crunchbase