About OneTrust
At OneTrust, our mission is to enable innovation through the responsible use of data and AI. We believe trusted data should accelerate business innovation—not slow it down.
Since launching the first technology platform for responsible data use in 2016, OneTrust has continued to redefine data governance. Today, our AI-Ready Governance Platform™ combines regulatory intelligence, automation, and connected governance workflows, helping organisations innovate at the speed of AI while ensuring responsible data management at scale.
Trusted by thousands of organisations worldwide, OneTrust is shaping a future where trusted data becomes a powerful driver of business growth and societal impact.
About the Role
We are looking for a Principal Customer Success Manager to join our Customer Experience team. In this strategic role, you will serve as a trusted advisor to some of our largest enterprise customers, supporting them throughout their journey from implementation through to renewal.
You will manage executive relationships, maximise customer adoption of the OneTrust platform, and work closely with Sales, Product, Engineering, and Consulting teams to ensure exceptional customer outcomes. Your focus will be on driving customer retention, expansion, and long-term success while acting as an advocate for responsible data governance.
Key Responsibilities
- Develop trusted relationships with senior executive stakeholders across strategic customer accounts.
- Enhance and optimise customer success operations and service delivery.
- Serve as the primary point of contact, guiding customers across OneTrust’s products, services, and internal teams.
- Provide strategic guidance based on customer business objectives and industry best practices.
- Manage proactive communications and resolve business-critical customer escalations.
- Align customer roadmaps with OneTrust’s product strategy and future development plans.
- Advocate for customer needs by collaborating closely with Product and Engineering teams.
- Help customers maximise business value from the OneTrust platform through increased adoption and optimisation.
- Lead Quarterly Business Reviews (QBRs) with executive stakeholders to measure success and align future objectives.
- Analyse customer adoption metrics, health scores, and engagement data to identify risks, growth opportunities, and training needs.
- Manage a portfolio of strategic accounts with responsibility for customer retention, expansion, and Net ARR performance.
- Demonstrate measurable return on investment (ROI) throughout the customer lifecycle.
Skills & Experience
- Bachelor’s degree in a relevant discipline.
- 8+ years’ experience in a customer-facing Customer Success role supporting strategic enterprise customers.
- Proven success managing executive relationships within large enterprise organisations, including Fortune 500 companies.
- Experience collaborating across Professional Services, Engineering, Sales, Product Management, and other cross-functional teams.
- Demonstrated experience leading strategic business reviews and executive-level customer meetings.
- Strong ability to build trusted relationships with stakeholders at all organisational levels, including the C-suite.
- Experience working with Enterprise B2B SaaS platforms and a passion for technology.
- Proficiency with customer success platforms such as Salesforce (SFDC), Gainsight, and related tools.
- Strong entrepreneurial mindset with the ability to thrive in a fast-paced, high-growth environment.
What We’re Looking For
- Excellent communication skills with the ability to influence executive audiences.
- Experience demonstrating measurable ROI for complex software solutions.
- Passion for delivering value-driven outcomes and exceptional customer experiences.
- Confidence holding stakeholders accountable while managing competing priorities.
- Empathy, problem-solving ability, and a customer-first mindset.
- Calm and effective under pressure, particularly during business-critical situations.
- Ability to drive organisational change that improves the customer experience.
- Willingness to travel occasionally (approximately 10%).
Working at OneTrust
OneTrust embraces an office-first culture, with most employees working from the office three days each week to encourage collaboration, innovation, and team connection. Individual flexibility may vary depending on the role and business requirements.
Benefits
- Comprehensive healthcare coverage supporting your physical and mental wellbeing.
- Flexible paid time off (PTO).
- Restricted Stock Units (RSUs) and annual performance bonus opportunities.
- Retirement savings support.
- 14+ weeks of paid parental leave.
- Career development opportunities and ongoing professional learning.
- Company-funded privacy certification exam fees.
- A comprehensive range of additional employee wellbeing and development benefits, which may vary by location.
Why Join OneTrust?
Join a global organisation at the forefront of responsible AI and data governance. At OneTrust, you’ll work with innovative technology, partner with some of the world’s largest organisations, and help shape the future of trusted data while building a rewarding career in a collaborative, high-growth environment.
