Principal Customer Success Manager

Responsibilities

• Establish relationships with senior executive sponsors as a strategic advisor
• Manage an account portfolio to achieve Net ARR outcomes, balancing retention and growth
• Deliver quarterly business reviews to communicate strategic value to executive teams
• Advocate for customers by sharing business requirements with Product and Engineering teams
• Utilize adoption metrics to identify risks and growth opportunities
• Deliver and communicate ROI throughout the customer lifecycle
• Manage mission-critical escalations and proactive communication

Requirements

• BA/BS in a relevant subject
• 8+ years in a client-facing CSM role for strategic customers
• Experience managing Fortune 500 or large enterprise accounts
• Proven track record of engaging with C-level executives
• Experience with B2B Enterprise SaaS solutions
• Proficiency with SFDC, Gainsight, and other CS technology applications
• Ability to travel approximately 10%

Preferred Qualifications

• Experience coordinating across Professional Services, Engineering, Sales, and Product Management
• Strong entrepreneurial skills in a high-growth, rapidly evolving environment

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

About the Company

OneTrust is an AI-Ready Governance Platform that unifies regulatory intelligence, automation, and connected governance workflows to enable the responsible use of data and AI.