Job Overview
Location
London
Job Type
Full-time
Category
Customer Success
Date Posted
March 19, 2026
Full Job Description
đź“‹ Description
- • As a Senior/Principal Customer Success Manager at OneTrust, you will serve as a trusted advisor to strategic customers, ensuring they achieve maximum value from the AI‑Ready Governance Platform™ while driving revenue retention and growth through deep product adoption and executive alignment.
- • You will manage a portfolio of enterprise customers, acting as their primary point of contact and sherpa, guiding them through onboarding, adoption, expansion, and renewal by partnering cross‑functionally with Sales, Product, Engineering, and Consulting teams to resolve escalations, advocate for customer needs, and align customer roadmaps with OneTrust’s product innovation.
- • Your day-to-day responsibilities include establishing relationships with customer stakeholders and executive sponsors, delivering proactive communication and business reviews, utilizing adoption and ROI metrics to identify growth opportunities and mitigate risk, managing mission-critical escalations, and advocating internally for customer feature requests with Product and Engineering.
- • You will leverage your deep understanding of each customer’s industry and Trust management strategy to tailor solutions that drive business value, conduct regular business reviews to communicate strategic progress, and manage your account portfolio to achieve Net ARR outcomes that balance retention and expansion in line with OneTrust’s revenue strategy.
- • OneTrust is the AI‑Ready Governance Platform™, trusted by thousands of organizations worldwide to unify regulatory intelligence, automation, and connected governance workflows so businesses can innovate responsibly at the speed of AI. The Customer Experience team is central to this mission, ensuring that trust in data becomes a transformative force for business and society through exceptional customer outcomes.
- • In this role, you will develop advanced expertise in enterprise SaaS customer success, strategic account management, cross-functional influence, and data-driven adoption strategies—positioning yourself as a leader in the growing field of responsible AI governance while contributing directly to OneTrust’s vision of enabling innovation through trusted data.
🎯 Requirements
- • BA/BS in a relevant subject is required
- • 6+ years in a client-facing role within a Customer Success Manager or similar role is mandatory
- • Experience managing enterprise, strategic customers with a track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
- • Excellent verbal and written communication skills, including the ability to chair meetings, host webinars, and build relationships with C-suite stakeholders
- • Experience using SFDC, Gainsight, and other CS Technology applications, along with demonstrated technical aptitude and enthusiasm for implementing SaaS solutions
- • Willingness to travel (estimated 10-20%) and comfort operating in a fast-paced, high-growth environment with strong entrepreneurial skills
🏖️ Benefits
- • Comprehensive healthcare coverage
- • Flexible PTO and 14+ weeks of paid parental leave
- • Equity RSUs and annual performance bonus opportunities
- • Retirement account support and career development opportunities
- • Company-paid privacy certification exam fees
- • Office-first culture with three days a week in office for meaningful in-person collaboration
Skills & Technologies
About OneTrust, LLC
OneTrust provides privacy, security, and data governance software that helps organizations comply with global regulations such as GDPR and CCPA. Its platform centralizes data inventory, maps processing activities, automates assessments, manages consent, and handles incident response. The company serves enterprises across industries, offering a modular SaaS suite that integrates with existing systems and supports third-party risk management. OneTrust also delivers benchmarking and certification tools to operationalize trust programs, reduce compliance costs, and demonstrate accountability to regulators and customers.
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