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

Customer Success is critical to ensuring OneTrust’s customers are deeply satisfied and receive a high return on investment as demonstrated through NPS scores, renewal rates, referenceablity, and wallet share.

Reporting to the CCO, as SVP of AMER Customer Success you will form a pivotal role in OneTrust’s senior leadership team, building and managing a world class Customer Success function and fostering collaboration and partnership across the customer journey. You will be responsible for Customer Success activities (e.g. services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).  You’ll truly understand our customers’ goals and challenges and by partnering with our Sales, Professional Services and Product Management teams, ensure our customer’s voice is represented and they are achieving maximum value from our products and platform.  Your team are strategic advisors and problem solvers for our customers who drive continuous improvement, development and satisfaction.

Your Mission

Drive Customer Success Outcomes

  • Increase renewal rates
  • Partner with sales to expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall NPS health scores
  • Drive new business growth through greater advocacy and reference-ability

Optimize Customer Lifecycle

  • Develop listening points in journey (e.g., usage, satisfaction, etc.) Creating systemic mechanisms to engage customer throughout the lifecycle
  • Standardize interventions for each point in journey
  • Work in conjunction with our Customer Experience Strategy Team to define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from industry best practices

Manage Customer Success Activities

  • Onboarding
  • Customer Success Management
  • Renewals (owning in SMB, paving the road to renewals in other segments)
  • Helping seed cross-sell / Up-sell
  • Create advocacy/reference-ability within clients

Measure Effectiveness of Customer Success

  • Create cadence for review within team
  • Define subset of metrics to share with executive team and company

Lead an exceptional Customer Success Team

  • Recruit experienced leaders for each functional role
  • Ensure effective assimilation with key business units
  • Attract high potential individual contributors into team
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

Inspire Customer Success Across Company

  • Key contributor to company-wide culture of Customer Success
  • Align with Marketing for targeted messaging to our existing clients
  • Align with Product to drive product roadmap
  • Align with Sales to maximize renewals, cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance to accurately measure and forecast
  • Align with Executive Team around key metrics and objectives

You Are

A natural builder and an experienced change leader. You will bring your strategic vision and innovative ideas to inspire and excite your teams for the journey ahead.  You are a motivational and inspiring leader with an unparalleled customer focus and a true passion for customer success. You are data oriented and drive teams to deliver results, creating a culture that is focused on long-term sustainable success.

Your Experience Includes

  • 12+ years experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees

Videos to Learn More

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. Explore a new country with our short- and long-term global mobility program, and go green with commuter program discounts, and in-office perks (free food, drinks, and happy hours, anybody?). 
  • Career Development: You’re not just joining any company; you're joining 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.

 

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)
When autocomplete results are available use up and down arrows to review
+ Add Another Education


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in OneTrust’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.