The Challenge 

OneTrust is seeking a Support Analyst to join our professional services team. The Support Analyst will provide ongoing product support, troubleshooting, and pragmatic solutions for the most complex and critical issues that OneTrust customers face. This position requires an outgoing, confident individual with excellent verbal and written communication skills, advanced troubleshooting skills, and an understanding of the OneTrust platform (and related technologies where appropriate). 

Your Mission 

The Challenge

We are looking for a  Senior Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role. As a Senior CSM, you will be assigned to a portfolio of customers and be responsible for the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased. Our Senior 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 customer relationship, 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 OneTrust, 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. 

Your Mission

• Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle  
• Act as the primary contact and sherpa to help your customers navigate OneTrust Collaborate cross-departmentally to provide product expertise  
• 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 OneTrust platform to derive maximum business value 
• Deliver  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 OneTrust’s revenue strategy 
• Utilize adoption stats 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 OneTrust and fully leverage their subscription. 

You Are

• An Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience  
• Motivated to drive outcomes for your customers, you see Customer success as your own 
• Comfortable holding other stakeholders accountable and unafraid to get loud when needed 
• Lover of technology and someone who wants to learn how your customers use our products 
• 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 
• Thrive in a fast-paced start up environment, and skilled at prioritizing incoming requests 
• Strategic thinker, at your happiest when problem-solving, and comfortable making decisions 
• Independent, but also a team player  
• Willing to travel, job requires (Estimated 10-20%) 

Your Experience Includes 

• BA/BS in a relevant subject is required  
• 5-6+ years in a client-facing role within a CSM, professional services, or technical consulting role 
• Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer  
• Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)  
• Management of Enterprise, Strategic customers 
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars  
• Ability to build relationships with key customer stakeholders at all levels, including C-suite level  
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment  
• Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude. 
• Experience using SFDC, Gainsight and other CS Technology applications 
• An ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment that comes with a high-growth company 

The Challenge

The Principal Consultant – Solution Lead role is a critical component of the OneTrust delivery architecture. Following the sales process, consultants become the primary customer contact responsible for building and maintaining the relationship, leading the implementation of the solution, and managing customer expectations throughout the engagement.

As a Principal Consultant – Solution Lead, individuals are expected to lead complex customer implementations while acting as trusted advisors across their assigned clouds or solution areas. This role requires balancing deep, hands-on delivery expertise with strategic guidance to ensure customers successfully adopt, realize value from, and scale OneTrust solutions.

Principal Consultants must be able to independently lead sophisticated engagements, influence customer decision-making, and elevate delivery quality across projects, while still maintaining direct accountability for the successful execution of implementations.

Your Mission

As a Principal Consultant – Solution Lead, you will be one of the most experienced and trusted consultants within Professional Services, responsible for leading solution design, ensuring delivery integrity, and driving customer value across complex implementations. This role is both strategic and hands-on, acting as a trusted advisor to customers and internal teams while guiding solution direction across engagements.

The Principal Consultant – Solution Lead brings deep functional and regulatory expertise to guide solution design, apply industry best practices, and drive successful customer outcomes. They stay current with industry trends, the competitive landscape, and evolving customer needs, contributing insights that help shape delivery approaches and the direction of the OneTrust platform.

You will work closely with Delivery Managers, Project Managers, and CX teams to ensure implementations are aligned to customer outcomes, industry best practices, and the long-term value of the OneTrust platform.

• Lead solution design and architecture for complex OneTrust implementations, ensuring alignment with customer business outcomes, industry best practices, and platform capabilities.

• Act as the solution authority across engagements, guiding functional and technical teams to ensure consistent, high-quality delivery.

• Build trusted relationships with strategic customers and act as a senior advisor throughout the implementation lifecycle.

• Analyse customer business processes and provide strategic recommendations and best practices to optimise the use of the OneTrust platform.

• Monitor and guide customer adoption and platform usage to ensure implementations deliver long-term value and align with customer goals.

• Partner closely with Delivery Managers and Project Managers to proactively manage solution risks, dependencies, and escalations.

• Act as the primary solution escalation point for complex implementation challenges, driving resolution and maintaining delivery integrity.

• Collaborate with CX Sales, Professional Services, and Customer Success to support solution scoping, implementation strategy, and successful customer transitions.

• Represent the voice of the customer internally, partnering with Product Management and Engineering to influence platform direction based on customer insights, industry trends, and regulatory developments.

• Serve as a thought leader and mentor, contributing to delivery methodologies, coaching consultants, and supporting the development of emerging solution experts.

What Success Looks Like

• Customer consistently achieve successful outcomes and strong adoption of OneTrust solutions.

• Complex projects are delivered with minimal escalation and high confidence from stakeholders.

• Other consultants rely on you for guidance on complex design or delivery challenges.

• Implementation quality and consistency improve as a result of your contributions.

You Are

You are great at building relationships across stakeholders in marketing, sales, and engineering and have genuine enthusiasm about working directly with customers and learning more about Data Privacy, Security and Governance. You are willing to get hands on with SAAS solutions and become skilled in implementation and balance customer priorities across several accounts.

Your experience Includes:

• BA/BSc in Business, Engineering or related subject    

• 8+ years' experience in client-facing Professional Services role in a SaaS environment.  

• Proven track record of successful delivery of enterprise IT projects as an individual contributor or team lead  

• Proven ability to engage across corporate functions (Professional Services, and Product Management)  

• Experience planning, organizing, directing, and evaluating implementation of SaaS systems; preferably in a Data Privacy Compliance or other enterprise software professional services environment. 

• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars  

• Direct experience implementing and supporting large enterprise solutions.  

• Relationship management and customer management expertise 

• Willingness to travel, as job requires (Estimated 10-20%) 

• Well-developed strategic thinking, problem-solving, and decision-making capabilities

• Experience contributing to methodology development, delivery standards, enablement programs, or thought leadership initiatives. 

Extra Awesome 

• Industry-recognized certifications such as:

• CIPP/E, CIPP/US, CIPM, FIP

• AIGP

• CISA, CRISC, GRCP

• Other relevant privacy, security, risk, governance, or compliance certifications.

• Recognized internally or externally as a subject-matter expert in implementation strategy or a specific regulator or product domain.

• History of mentoring consultants and shaping delivery quality without formal people management responsibility.

• Experience influencing product roadmap, services packaging, or go-to-market strategy through customer and delivery insights.

The Challenge

As an Implementation Consultant, you will handle the overall responsibility for the customer relationship by working directly with our customers to enhance their overall user experience with the OneTrust Privacy and Data Governance platform.  Following the sales process, consultants become the primary customer contact responsible for building and maintain the relationship, leading the implementation of the solution, and managing customer expectations throughout the engagements.

Your Mission

The Implementation Consultant has a clear understanding of the privacy industry, including regulatory environment, and uses this knowledge to support all the primary responsibilities. To thrive in this role, the Implementation Consultant will keep up with industry trends, competitive landscape and customer needs for the purpose of being active and vocal in making decisions about the direction of the platform.  

As an Implementation Consultant, you will:

• Oversee the functional implementation and platform adoption for all customer implementations

• Support customers and ensure they receive exceptional services throughout the implementation process

• Establish yourself as a trusted adviser to ensure customer’s overall satisfaction with our platform

• Understand overall business needs of the customer as they relate to the OneTrust product.

• Monitor and analyze the customer’s adoption of our solution features and functionality to align with business needs and leadership with an understanding of their overall business needs as they relate to our products

• Be the customer advocate. Work closely with product and software engineering teams to represent customer issues and build out ideas and concepts highlighted during implementation to steer the OneTrust roadmap

• Consult on both system and regulatory best practices, mentoring other junior colleagues, to advise customers on optimization of privacy, security, and governance programs. · Leverage customer relationships as needed for prospect references

• Work on internal team initiatives

What Success Looks Like

• Customer consistently achieve successful outcomes and strong adoption of OneTrust solutions.

• Projects are delivered with minimal escalation and high confidence from stakeholders.

• Implementation quality and consistency improve as a result of your contributions.

You Are

You are great at building relationships across stakeholders in marketing, sales, and engineering and have genuine enthusiasm about working directly with customers and learning more about Data Privacy, Security and Governance. You are willing to get hands on SAAS solutions and become skilled in implementation and balance customer priorities across several accounts.

Your Experience Includes:

• Bachelor's in Business, Industrial Engineering, Systems Engineering or related field   

• 1-3 years of relevant experience in software development, professional services, solution engineering, technical consulting; with expertise in architecting and rolling out new technology and solution initiatives  

• Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customers  

• Proven ability to engage across corporate functions (Professional Services and Product Management) 

• Practical experience in troubleshooting software and web services 

• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment  

• Willingness to travel, as job requires (Estimated 10-20%) 

Extra Impressive

• Industry-recognized certifications such as:

• CIPP/E, CIPP/US, CIPM, FIP

• AIGP

• CISA, CRISC, GRCP

• Other relevant privacy, security, risk, governance, or compliance certifications.

The Challenge

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 OneTrust, 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.

Your Mission

• 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 OneTrust 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 OneTrust 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 OneTrust’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 OneTrust and fully leverage their subscription.

You Are

• 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
• Thrive in a fast-paced environment, and skilled at prioritizing incoming requests
• Able to drive change into our teams to deliver a better customer experience
• Willing to travel, job requires (Estimated 10-20%)
• BA/BS in a relevant subject is required
• 6+ years in a client-facing role within a CSM role for strategic customers
• Proven success and genuine enthusiasm for working directly with large customer and executives
• Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
• Management of Strategic customers including Fortune 500 companies
• Experience coordinating, hosting, and leading strategic meetings with C level executives
• Ability to build relationships with key customer stakeholders at all levels, including C-suite level
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
• Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
• Experience using SFDC, Gainsight and other CS Technology applications
• An ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment

Strength in Trust

Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and a real-world approach to compliance, privacy, security, ethics, and third-party risk, we’ve created a no-nonsense platform to help supercharge the global push for trust.

The Challenge

Your Mission

• Establish Trusted Advisor status with senior business and technology leaders.
• Develop and present strategic application and architectural design documents leveraging OneTrust best practices.
• Lead strategic workshops and develop high-level solution recommendations based on business objectives and feasibility trade-offs.
• Deliver thought leadership through presentations, webinars, and learning events to highlight customer use cases and reference architectures.
• Provide strategic subject matter expertise through advisory sessions, pre-sales support, and field assistance.
• Collaborate with external teams to align roadmaps and technical architectures with strategic business goals.
• Translate and implement strategic needs into functional OneTrust technology-driven solutions.
• Proactively identify and analyze strategic issues/obstacles and recommend appropriate courses of action.
• Successfully present to both implementation teams and C-level executives, earning their trust.
• Advocate for customers by providing strategic insights to the Product organization on future release needs and challenges.
• Refine and improve internal processes and methodologies based on strategic customer feedback and evolving industry standards.
• Manage multiple strategic engagements simultaneously, ensuring timely and successful delivery.
• Engage with customers to build long-term strategic relationships and ensure ongoing success.
• Mentor junior team members to enhance their strategic skills and knowledge.
• Establish structured feedback loops with customers to continuously improve OneTrust products and services.

You Are/Have

• Demonstrated ability in management, mentorship, and organizational behavior.
• Strategic thinker with the ability to quickly learn and apply new concepts, business models, regulations, and technologies.
• Deep aptitude for communicating complex business and technical concepts using visualization and modeling aids.
• Proven record of accomplishment of establishing trusted advisor relationships with senior stakeholders.
• Demonstrated expertise in customer-facing privacy and security consulting, implementation, and advisory roles.
• Impressive written and verbal communication skills, including proficient presentation abilities.
• Ability to work autonomously, prioritize, multitask, and perform appropriately under deadlines.

Your Experience Includes 

• BA/BS in a related subject is required
• 3-5 years of experience in a Privacy role
• Demonstrated success working with enterprise customers on technical products
• Proven ability to engage across corporate functions (Professional Services, Engineering, Sales and Product Management)
• Functional experience in troubleshooting software and web services
• Experience in using software for reporting and task management such as Salesforce preferred

Extra Awesome 

• Relevant certifications (CIPP/E, CIPP/US, CIPM, CIPT, FIP, GRCP, GRCA, AIGP, LPEC, etc.)
• Knowledge of privacy, ethics, security, data governance, risk management, compliance, or sustainability concepts or industry trends
• Intermediate/ Expert working knowledge of the following:
  • APIs (REST and SOAP)
  • File access, sharing, and/or management workflows (S3 and SFTP)
  • Various web application authorization types (Basic, Bearer, OAuth 2, API Key, Custom, Open ID Connect, etc.)
  • Related programming/scripting languages and libraries (JavaScript, Python, PowerShell, SQL, C#, Ruby, PHP, FreeMarker, etc.)
• Extensive experience implementing and troubleshooting integrations
• Excel at learning emerging technologies and creating technical solutions

The Challenge

We are looking for a  Senior Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role. As a Senior CSM, you will be assigned to a portfolio of customers and be responsible for the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased. Our Senior 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 customer relationship, 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 OneTrust, 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. 

Your Mission

• Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle  
• Act as the primary contact and sherpa to help your customers navigate OneTrust Collaborate cross-departmentally to provide product expertise  
• 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 OneTrust platform to derive maximum business value 
• Deliver  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 OneTrust’s revenue strategy 
• Utilize adoption stats 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 OneTrust and fully leverage their subscription. 

You Are

• An Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience  
• Motivated to drive outcomes for your customers, you see Customer success as your own 
• Comfortable holding other stakeholders accountable and unafraid to get loud when needed 
• Lover of technology and someone who wants to learn how your customers use our products 
• 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 
• Thrive in a fast-paced start up environment, and skilled at prioritizing incoming requests 
• Strategic thinker, at your happiest when problem-solving, and comfortable making decisions 
• Independent, but also a team player  
• Willing to travel, job requires (Estimated 10-20%) 

Your Experience Includes 

• BA/BS in a relevant subject is required  
• 5-6+ years in a client-facing role within a CSM, professional services, or technical consulting role 
• Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer  
• Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)  
• Management of Enterprise, Strategic customers 
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars  
• Ability to build relationships with key customer stakeholders at all levels, including C-suite level  
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment  
• Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude. 
• Experience using SFDC, Gainsight and other CS Technology applications 
• An ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment that comes with a high-growth company 

The Challenge 

We are seeking a seasoned professional with minimum 2 years of customer-facing experience in managing accounts, Renewals Management and/or sales in the software industry.  Your ability to elevate value selling and renewals management experience by operating seamlessly, building relationships and driving revenue growth will be critical for success. As a go-getter, you enjoy solving complex problems and thrive on collaborating across multiple teams to ensure the success of our customers. You also understand how to drive revenue growth as a consultative value seller.  

Note: This role requires relocating or living in Madrid. This is not a 100% remote role.

Your Mission 

• Strong command of a portfolio of customers and cultivate relationships with a focus on customer retention, revenue growth; ensure a consultative approach aligned with client needs
• Seamless collaboration with customer success, sales, and partners to identify and mitigate roadblocks, ensuring successful and on time execution of deals and contract renewals
• Navigating contract complexities with precision, addressing compliance issues for a seamless renewal rhythm while collaborating internally with stakeholders such as our legal team, Sales Ops, and others
• Identifying expansion opportunities for increased software platform utilization, ensuring clients find value in every interaction
• Managing customer sales (upsells and Cross-sell) within your portfolio of business
• Collecting and analyzing customer feedback, contributing to the growth and automation of the auto-renewal and standard renewal processes
• Listening to, and fully diagnosing, the client’s needs to propose solutions tailored to their requirements based on your knowledge of our product
• Managing portfolio through churn forecasting and execute reporting activity on a weekly basis with maximum accuracy
• Working effectively in a cross-functional manner with Business Development, Partner Channel, and Solutions Engineering to successfully land new logos and effectively close net new deals
• Utilizing knowledge of the business and market trends to incorporate strategic elements into both sales and renewal cycles, aligning with dynamic client needs
• Closely collaboration with Account Executives to identify and create opportunities on larger expansion and cross-sell revenue leads
• Detailed understanding of key competitors and their strategies to clearly differentiate OneTrust’s solutions in the marketplace 

You Are 

• Fluent in German
• 2+ years of customer-facing sales (full sales cycle) and/or Account Management and/or renewals management experience
• Passionate for understanding technology and customer success stories with deep knowledge of what characterizes consultative selling
• Process excellence within sales and renewals cycle with the ability to complete accurate forecasting and reporting
• Strong verbal and written communication skills
• Excellent interpersonal skills with the ability to collaborate across teams
• Strategic mindset with the ability to be proactive and solution-oriented
• Familiarity with Salesforce or similar CRM solutions, particularly in creating quotes in CPQ and leveraging forecast methodologies.
• Comfortable in a fast-paced & high-volume environment

The Challenge

We are looking for a  Senior Customer Success Manager to join our Customer Experience team. In this role, you will act as a trusted advisor for our strategic customers from the start of their journey to renewal in a high-to-medium touch role. As a Senior CSM, you will be assigned to a portfolio of customers and be tasked with the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with the products they have purchased. Our Senior CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer commitment.  You will be in charge of managing the customer relationship, 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 OneTrust, the scope of work will expand as well as you will be tasked with supporting all live products.  You will be on the forefront of evangelizing Trust in the workplace.

Location: Chicago, IL

Your Mission

• Establish relationships with customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle
• Act as the primary contact and sherpa to help your customers navigate OneTrust Collaborate cross-departmentally to provide product expertise
• Accelerate customer solutions through knowledge of their business and best practice guidance
• Deliver forward-thinking 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 OneTrust platform to derive maximum business value
• Deliver  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 practices, 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 OneTrust’s revenue strategy
• Utilize adoption stats to gauge customer interaction, 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 OneTrust and fully leverage their subscription.

You Are

• A Impressive communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience
• Motivated to drive outcomes for your customers, you view Customer success as your own
• Comfortable holding other stakeholders accountable and unafraid to get loud when needed
• Lover of technology and someone who wants to learn how your customers use our products
• 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
• Thrive in a dynamic start up environment, and skilled at prioritizing incoming requests
• Strategic thinker, at your happiest when problem-solving, and comfortable making decisions
• Independent, but also a team player
• Willing to travel, job requires (Estimated 10-20%)

Your Experience Includes

• BA/BS in a relevant subject is required
• 5-6+ years in a client-facing role within a CSM, professional services, or technical consulting role
• Effective customer-facing communication skills. Proven success in and genuine excitement for working directly with customer
• Track record of successful collaboration across corporate functions (Professional Services, Engineering, Sales, and Product Management)
• Management of Enterprise, Strategic customers
• Impressive verbal and written communication skills, including the ability to chair meetings or host webinars
• Ability to build relationships with key customer stakeholders at all levels, including C-suite level
• Proficient entrepreneurial skills to thrive in a complex and rapidly evolving environment
• Experience implementing SaaS solutions with a interest for technology and demonstrated technical aptitude.
• Experience using SFDC, Gainsight and other CS Technology applications
• An ambitious person who takes the action to get things done – be able to thrive in the dynamic environment that comes with a high-growth company

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

The Challenge

OneTrust is seeking a Principal Learning Experience Designer to architect and scale high‑impact, release‑driven digital education for complex SaaS products. This is a senior‑level individual contributor role for a proven learning architect who thrives in fast‑moving environments and sets the standard for quality, speed, and scalability.

In this role, you will be the studio’s learning design authority and quality multiplier, building flagship eLearning, converting instructor‑led content into scalable self‑directed experiences, and creating reusable design patterns that allow learning to move in lockstep with product releases. You will combine strong instructional design judgment with hands‑on execution, helping customers and partners quickly adopt new functionality and realize value from OneTrust’s platform.

Your Mission

• Architect and deliver rapid, release‑synchronous eLearning for technical SaaS products, using modern authoring tools (primarily Rise)

• Convert ILT/VILT and SME‑led content into high‑quality, self‑directed digital learning that scales globally

• Design and maintain net‑new, release‑maintenance, and delta‑training modules that clearly communicate what changed, why it matters, and how to apply it

• Build microlearning (≤15 minutes)

• Create high‑quality demo and how‑to videos with AI audio, that teach real workflows, use cases, and best practices

• Own and evolve reusable learning templates, patterns, and standards that ensure consistency, accessibility, and speed across the education portfolio

• Partner with product SMEs, trainers, and education leaders to translate complex functionality into clear, outcome‑driven learning

• Apply and enforce accessibility (WCAG) standards and inclusive/neurodiverse design practices

• Leverage AI tools (e.g., Copilot, Rise AI) to accelerate development, generate scenario variants, maintain terminology consistency, and support quality assurance

• Mentor and coach other designers—raising the overall quality bar, influencing design decisions, and providing hands‑on guidance for complex initiatives

• Use learner and delivery feedback to identify “stumble points” and design targeted digital solutions that improve adoption and time‑to‑value

You Are/Have

• Bachelor degree in Instructional Design or Education or similar.

• 7+ years of experience in instructional design or rapid eLearning experience design, ideally within SaaS, enterprise software, release‑driven environments, or technical platforms

• Experience in Addie, Backward, and Agile design.

• Proven success delivering rapid eLearning in high‑volume, release‑driven environments

• Deep experience converting instructor‑led and technical content into effective self‑directed learning

• Strong design judgment and the ability to act as a design authority, not just a content producer

• Strong project management skills, with experience working closely with SMEs and managing multiple projects in parallel while meeting release timelines

• Hands‑on experience producing video content using tools such as Camtasia, Snagit, or similar

• Strong proficiency with Articulate Rise and working knowledge of Articulate Storyline

• Working knowledge of accessibility standards (WCAG) and inclusive design principles

• Experience using AI to improve development velocity, quality, and scalability

• Strong collaboration and communication skills across cross‑functional teams

Extra Awesome

• IAPP Certifications (any)   

• OneTrust Professional Certification and/or Expert Certifications   

• ATD, Training Institute or similar industry certification

• Articulate AI Certification or similar

• AI Certification(s)

The Challenge

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 OneTrust, 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.

Your Mission

• 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 OneTrust 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 OneTrust 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 OneTrust’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 OneTrust and fully leverage their subscription.

You Are

• 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

• Thrive in a fast-paced environment, and skilled at prioritizing incoming requests

• Able to drive change into our teams to deliver a better customer experience

• Willing to travel, job requires (Estimated 10%)

      Your Experience Includes

• BA/BS in a relevant subject is required

• 8+ years in a client-facing role within a CSM role for strategic customers

• Proven success and genuine enthusiasm for working directly with large customer and executives

• Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)

• Management of Strategic customers including Fortune 500 companies

• Experience coordinating, hosting, and leading strategic meetings with C level executives

• Ability to build relationships with key customer stakeholders at all levels, including C-suite level

• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment

• Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology

• Experience using SFDC, Gainsight and other CS Technology applications

• An ambitious person who takes the initiative to get things done – be able to thrive in the dynamic environment that comes with a high-growth company