Senior Manager, Customer Success

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 assigned region, ensuring customers realize measurable business value, renew with confidence, and identify opportunities to expand their use of OneTrust. This role reports to the VP of International Customer Success. 

This role combines regional leadership, people leadership, and commercial accountability. You will lead a team of Customer Success Managers, act as a senior escalation point for strategic customer situations, and partner closely with Sales, Enterprise Customer Success, Professional Services, Renewals, 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 team workflows, increase efficiency, and raise the quality and consistency of execution across the region. 

The Challenge

Regional Customer Success Strategy & Outcomes 

• Own and execute the Customer Success strategy for North EMEA, aligned with International Customer Success priorities and regional business needs. 

• Ensure customers achieve measurable, outcome-based value aligned to their original business objectives and evolving use cases. 

• Translate customer value realization into strong renewal performance, growth opportunities, and advocacy across the region. 

• Maintain a strong understanding of market dynamics, customer maturity, and regional considerations to tailor Customer Success execution appropriately. 

Commercial Accountability & Renewals Leadership 

• Own the region’s GRR and NRR performance, with clear accountability for retention, renewal outcomes, and expansion readiness across North EMEA. 

• Be accountable for regional renewal readiness, risk identification, forecast accuracy, and the execution required to deliver GRR and NRR targets. 

• Partner closely with Sales and Renewal /ECS to support large, complex, and strategic renewals, including executive-level engagement where needed. 

• Drive operational rigor around customer health, value articulation, stakeholder alignment, renewal planning, and expansion identification to improve commercial outcomes across the region. 

Leadership & Team Development 

• Lead, coach, and develop a high-performing team of Customer Success Managers across North EMEA. 

• Set clear expectations around customer engagement quality, business impact, commercial awareness, and accountability. 

• Build a strong team culture grounded in collaboration, consistency, and customer-centric execution. 

• Support succession planning and development of future Customer Success leaders within the region. 

Cross-Functional Partnership & Escalation Management 

• Serve as a senior escalation point for critical customer situations, executive concerns, and high-stakes commercial discussions. 

• Partner closely with Sales, Professional Services, Support, Product, and other teams to deliver a coordinated customer experience. 

• Ensure Customer Success operates as a connected motion across implementation, adoption, value realization, renewal readiness, and growth. 

• Drive the adoption of AI tools and AI-enabled ways of working across the team to improve workflows, efficiency, insight quality, and execution consistency. 

• Lead and contribute to strategic initiatives at both the International and global level, bringing regional insight and helping shape broader Customer Success priorities. 

• Surface regional themes, risks, and opportunities to help shape broader Customer Success strategy and execution. 

You are

• Proven experience leading Customer Success teams in a B2B SaaS environment, ideally across a regional or multi-country remit. 

• Experience managing high-performing individual contributors in customer-facing roles. 

• Strong executive presence with the ability to influence senior customer stakeholders and internal cross-functional leaders. 

• Track record of driving customer value, retention, and growth in complex enterprise environments. 

• Excellent communication, coaching, and cross-functional collaboration skills. 

• Strong operational discipline and the ability to balance strategic thinking with execution. 

Experience & Skills Desired 

• Experience supporting enterprise customers across EMEA. 

• Familiarity with privacy, security, governance, risk, or compliance-related software environments. 

• Experience working in complex renewal environments with multiple stakeholders and cross-functional dependencies. 

Why Join OneTrust 

At OneTrust, your impact will help customers realize value from solutions at the center of privacy, security, AI, and trust. You will join a growing Customer Success organization focused on customer outcomes, leadership development, and scalable excellence across the post-sales journey.