Senior/Principal Customer Success Manager

Confirmed live in the last 24 hours

OneTrust

London, United Kingdom

Hybrid

Posted March 30, 2026

Job Description

Strength in Trust

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.

he Challenge

We are looking for a  Senior/Principal 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.

Please, read this line: This role hybrid . This is not a 100% remote role. Requires to go to office on a weekly basis.

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 su