Principal Customer Success Manager Customer Experience Chicago, Illinois

Strength in Trust

One Trust’s mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle.

One Trust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, One Trust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

We are looking for a Principal Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our most strategic customers from implementation to renewal. As a Principal CSM, you will be assigned to a portfolio of our largest customers and be responsible for the success of those accounts. Your main goal will be to ensure key executive stakeholders happy and satisfied with the products they have purchased.

Our Principal CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world‑class customer engagement. You will be responsible for managing the executive relationships, ensuring they are getting full value out the platform, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working to ensure adoption and growth within your accounts.

As the customers you support grow with One Trust, the scope of work will expand as well as you will be responsible for supporting all live products. You will be on the forefront of evangelizing Trust in the workplace.

• Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
• Elevate our operational components of how we deliver towards our customers
• Act as the primary contact and sherpa to help your customers navigate One Trust cross‑departmentally to provide product guidance
• Accelerate customer solutions through knowledge of their business and best practice guidance
• Deliver proactive communication and manage mission‑critical escalations
• Align customer’s roadmap with our product roadmap
• Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.
• Understand each customer's industry and Trust management strategy to help customer utilize the One Trust platform to derive maximum business value
• Deliver quarterly business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives
• Utilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunities.
• Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with One Trust’s revenue strategy
• Utilize adoption statistics and present health check data in meetings to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
• Deliver and communicate ROI for your customers, throughout their lifecycle, ensuring your customers derive maximum value from their investment One Trust and fully leverage their subscription.

• A persuasive communicator, you understand how messaging resonates with executive audiences at large corporations and how to tailor your style to meet the audience
• Accustomed to proving return‑on‑investment for complex software solutions
• Motivated to drive value‑based outcomes for your executive stakeholders
• Comfortable holding other stakeholders accountable and unafraid to get loud when needed
• Empathetic to your customers, able to drill down into their pain points and find solutions that meet their needs
• Steady in the face of business‑critical issues and capable of handling customer escalations
• Thriv…