What are the responsibilities and job description for the Senior Manager, Customer Success Strategy & Operations position at OneTrust?
The Challenge
Are you passionate about shaping the future of customer success in a dynamic and fast-paced environment? At OneTrust, we are looking for a visionary and strategic thinker to join our team as the Customer Success (CS) Operations Lead. This role offers an exciting opportunity to shape customer success strategies in a dynamic and fast-paced environment, while building expertise in global SaaS strategy and cross-functional collaboration. In this role, you will design customer lifecycle touchpoints, create actionable playbooks, and lead data-driven initiatives that drive adoption, reduce churn, and enhance the customer experience. Join us to pioneer best-in-class customer success practices, collaborate with global teams, and influence the future of OneTrust's customer journey. If you’re ready to take on a role that combines strategic leadership with hands-on execution, we want to hear from you!
Your Mission
Strategic Planning:
- Define a comprehensive Customer Success strategy that aligns with OneTrust’s business objectives and supports adoption across multiple product lines.
- Identify key customer lifecycle touchpoints to ensure successful onboarding, adoption, value realization, and renewal/expansion.
- Partner with CS leadership to drive change management and organizational transformation efforts.
Playbook Development:
- Develop detailed playbooks to guide CSMs in executing lifecycle touchpoints effectively.
- Collaborate with cross-functional teams to ensure alignment and adoption of playbooks across regions and products.
- Continuously iterate on playbooks based on data insights and feedback from the field.
Metrics & Analytics:
- Define and implement key performance indicators (KPIs) to measure the effectiveness of Customer Success strategies.
- Conduct analyses of customer churn, cancellation data, and overall customer health to identify improvement areas and drive actionable insights.
- Develop dashboards and reporting tools to provide actionable insights into customer health, product adoption, and business outcomes.
- Establish mechanisms for gathering customer input and using this data for continuous improvement.
Tools & Processes:
- Implement and optimize systems, tools, and processes to enhance the effectiveness of the CS organization.
- Collaborate with analytics teams to standardize data collection and reporting processes globally.
- Lead initiatives to streamline workflows, reduce inefficiencies, and improve operational consistency.
Cross-Functional Collaboration:
- Work closely with Product, Sales, Marketing, and Customer Support teams to ensure a seamless customer experience.
- Act as a strategic advisor to regional CSM leaders, providing insights and guidance on best practices.
Leadership & Enablement:
- Serve as a thought leader and trusted advisor within the CS organization.
- Drive the adoption of standardized processes and tools to improve operational efficiency and effectiveness.
- Conduct training sessions and workshops to enable CSMs and other stakeholders on new strategies and tools.
You Are
- Bachelor’s degree in Business, Marketing, Data Analytics, or equivalent practical experience; advanced degrees such as an MBA are valued but not required.
- 8 years of experience in Customer Success, CS Operations, or related roles, or equivalent experience demonstrating transferable skills, such as leading customer-focused initiatives in complex, cross-functional environments.
- Proven success in defining and implementing customer lifecycle strategies, including experience in adapting strategies to diverse customer needs and business contexts.
- Experience creating playbooks and enablement materials for Customer Success teams.
- Proficiency in tools such as Gainsight, Salesforce, Microsoft PowerBI, or similar platforms.
- Strong understanding of SaaS metrics and analytics, including Net Revenue Retention (NRR), Gross Retention Rate (GRR), and Customer Health Scores.
- Familiarity with global customer engagement strategies and cultural nuances
