OneTrust
SaaS
Director,CustomerSuccess
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“Director, Customer Success at OneTrust. Skills: Customer Success, Retention, Growth, Renewals. Own and execute Customer Success strategy. Ensure customers achieve measurable value”
What You'll Achieve.
Customer outcomes; Customer retention; Customer growth; Customer value realization; Customer renewal performance; Customer expansion; Customer advocacy; GRR performance; NRR performance; Secure renewals; Mitigate churn risk; Drive expansion; Improve workflows; Increase efficiency; Raise quality; Increase consistency; Deliver durable customer value; Deliver revenue outcomes; High team engagement; High team performance; Leadership bench strength
Industry & Context.
Root cause analysis; Troubleshooting; Data-driven decision making
What They're Looking For.
Must Have
Proven leader in Customer Success, Ownership of renewals, retention, expansion, revenue outcomes, Experience managing managers and senior Customer Success leaders
What You'll Do.
Own and execute Customer Success strategy
Ensure customers achieve measurable value
Translate value realization into performance
Maintain understanding of market dynamics
Own GRR and NRR performance
Lead cross-functional recovery plans
Drive expansion strategy
Position adjacent use cases
Drive operational rigor
Set clear expectations
Build succession plans
Develop future leaders
Foster customer obsession culture
Drive AI tool adoption
Act as executive sponsor
Lead Executive Business Reviews
Serve as senior escalation point
Partner closely with Professional Services
Ensure seamless handoff
Ensure Customer Success operates cohesively
Collaborate with Sales
Deliver cohesive customer experience
Lead strategic initiatives
Contribute to strategic initiatives
Represent voice of customer internally
Influence product direction
Influence services strategy
Influence GTM priorities
How You'll Work.
Team & Collaboration
Cross-functional teams; Sales; Renewal / ECS; Professional Services; Support; Product
Communication Scope
Executive engagement; Value articulation; Customer voice
Full 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. The Challenge The Director, Customer Success is accountable for customer outcomes, retention, and growth across the International South & Growth Markets region. This leader owns the post-sales customer strategy for the region, ensuring customers realize measurable business value, renew with confidence, and expand their footprint over time. This role reports to the VP of International Customer Success. This role combines regional GTM leadership, people leadership, and commercial accountability. You will lead a team of Customer Success leaders, managers, and senior individual contributors, act as the senior escalation point for strategic accounts, and partner closely with Sales, Renewal / ECS, Professional Services, Support, and Product to deliver durable customer value and strong revenue outcomes. We are looking for a driven, motivated, and ambitious leader who is excited to learn, grow, build a high-performing team, and help shape the strategy and direction of the region over time. This person should also be energised by driving the adoption of AI tools to improve workflows, increase efficiency, and raise the quality and consistenc
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