Manager, Customer Success

**Strength in Trust**: OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia. **The Challenge**: As a Manager - Customer Success, you will manage the customer's top advocates, and help bridge the bond between the Customer, our Sales, Renewals, Product and Consulting teams. Your team will be responsible for driving customer adoption, identifying, and mitigating potential roadblocks with subscription renewals, and performing system and process health checks to maximize the value customers receive from the OneTrust platform. The Manager - Customer Success will ensure the team pro-actively engages with customers from their assigned territory to ensure their full adoption and ongoing use of the OneTrust platform, as well as bridging any other support gaps to ensure that the customer is fully leveraging the product to meet their business needs. **Your Mission**: - Hire, on-board, develop, coach, mentor and evaluate a team of 3 to 8 Customer Success Consultants. - Set the strategic direction of the Customer Success organization, contributing to monthly and quarterly functional planning sessions - Set a clear bar for excellence building a diverse, inclusive, and high performing team - Responsible for overseeing customer adoption plans, driven by Customer Success Managers - Provide advice and feedback to Customer Success Consultants on strategies, ways of working and best practices - Act as escalation point and drive customer risk mitigation strategy across cross functional organization - Contribute to delivery of key board reporting, creating and maintaining OKRs and KPIs **You Are**: - Bachelor's degree required - 8+ years of customer success or software consulting experience - 3+ years of managing customer success or software consulting teams - Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer - Proven ability to engage across corporate functions (Professional Services, Product Management, Sales and Executive). - Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software. - Excellent verbal and written communication skills, including the ability to chair meetings or host webinars. - Strategic thinking, problem solving, and decision-making capabilities - Strong entrepreneurial skills to excel in a complex and rapidly evolving environment **Where we Work**: We are committed to a_ flexible_ approach informed by a set of guiding principles. You'll see that reflected in our worker designations: "Office-flex" and "Location-flex". - Office-flex: Like a traditional hybrid model, OneTrust "Office-flex" employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role. - Location-flex: Similar to other companies' remote policies, for OneTrust "Location-flex" roles, you will primarily work from your home office location. However, you may be required to travel to our OneTrust offices or customer sites periodically based on the nature of your role. Each role may have specific requirements, so we encourage you to verify the location of the role with your recruiter during your first interview. **Benefits**: **Resources**: Check out the following to learn more about OneTrust and its people: - OneTrust Careers on YouTube **Your Data**: You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview**. **You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form. **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 do