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Senior Manager, Customer Success
Full-time
OneTrust's mission is to enable innovation through the responsible use of data and AI. The Senior Manager, Customer Success is accountable for customer outcomes, retention, and growth across the North EMEA region. This leader owns the post-sales customer strategy, ensuring customers realize measurable business value, renew with confidence, and expand their use of OneTrust. This role combines regional leadership, people leadership, and commercial accountability, and is energised by driving the adoption of AI tools to improve team workflows.
The Challenge
Own and execute the Customer Success strategy for North EMEA, ensuring customers achieve measurable, outcome-based value.
Own the region's GRR and NRR performance, with accountability for retention, renewal outcomes, and expansion readiness.
Lead, coach, and develop a high-performing team of Customer Success Managers.
Serve as a senior escalation point for critical customer situations and high-stakes commercial discussions.
Drive the adoption of AI tools and AI-enabled ways of working across the team to improve workflows, efficiency, insight quality, and execution consistency.
You Are
Proven experience leading Customer Success teams in a B2B SaaS environment, ideally across a regional or multi-country remit.
Strong executive presence with the ability to influence senior customer stakeholders.
Track record of driving customer value, retention, and growth in complex enterprise environments.
Familiarity with privacy, security, governance, risk, or compliance-related software environments is desired.
