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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, providing an AI-Ready Governance Platform that unifies regulatory intelligence, automation, and connected governance workflows.
Your Mission
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 for their region, ensuring customers realize measurable business value, renew with confidence, and expand their use of OneTrust. The role combines regional leadership, people leadership, and commercial accountability, leading a team of Customer Success Managers and partnering with Sales, Professional Services, Renewals, Support, and Product. This person should be energised by driving adoption of AI tools to improve team workflows and execution.
The Challenge
Regional Customer Success Strategy & Outcomes
Own and execute the Customer Success strategy for North EMEA, aligned with International priorities and regional needs.
Ensure customers achieve measurable, outcome-based value aligned to their business objectives and evolving use cases.
Translate value realization into strong renewal performance, growth opportunities, and advocacy across the region.
Commercial Accountability & Renewals Leadership
Own the region's GRR and NRR performance, with accountability for retention, renewal outcomes, and expansion readiness.
Be accountable for renewal readiness, risk identification, forecast accuracy, and execution to deliver targets.
Partner with Sales and Renewals to support large, complex, and strategic renewals, including executive-level engagement.
Leadership & Team Development
Lead, coach, and develop a high-performing team of Customer Success Managers across North EMEA.
Set clear expectations around engagement quality, business impact, and commercial awareness.
Build a strong team culture and support succession planning and development of future CS leaders.
Cross-Functional Partnership & Escalation Management
Serve as a senior escalation point for critical customer situations, including executive engagement.
