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Salary: USD 112,500 - 168,750 / annual
OneTrust is seeking a Staff Program Manager to lead strategic customer engagements within the Design Partner Program, operating at the intersection of Customer Success, Product Management, Engineering, and Executive Leadership. This is a highly visible, customer-facing role focused on accelerating customer value, improving product quality, influencing product strategy, and driving measurable business outcomes across OneTrust's most strategic accounts.
Key Responsibilities:
Lead Strategic Customer Partnerships: Own executive relationships across a portfolio of strategic Design Partner customers. Align business objectives, product strategy, and technical execution to deliver measurable customer outcomes. Facilitate executive reviews, success planning, milestone governance, and strategic alignment. Serve as the trusted advisor for product adoption, transformation initiatives, and customer success.
Drive Customer Outcomes and Business Value: Build customer success plans focused on adoption, business impact, operational efficiency, and risk reduction. Measure and communicate value realization through executive-ready business reviews and outcome tracking. Identify barriers to adoption and coordinate cross-functional remediation plans. Drive improvements in customer satisfaction, retention, expansion opportunities, and product utilization.
Be the Voice of the Customer: Synthesize customer feedback, product gaps, adoption challenges, escalations, and enhancement requests into actionable insights. Partner with Product Management and Engineering to influence roadmap priorities and investment decisions. Translate customer pain points into strategic recommendations backed by business impact and customer evidence. Establish closed-loop feedback mechanisms to ensure customer concerns lead to measurable product improvements.
Drive Program Execution: Own engagement plans, customer milestones, risks, dependencies, and success metrics. Coordinate execution across Product, Engineering, Architecture, Customer Success, Support, and GTM teams. Facilitate escalation management, executive decision-making, and cross-functional alignment. Ensure customer commitments are delivered with predictability, accountability, and measurable outcomes.
Lead Product Innovation Through Design Partners: Partner with strategic customers to validate emerging capabilities, influence product direction, and evaluate pre-release functionality. Identify opportunities to improve product-market fit, customer experience, and platform scalability. Help shape future product investments through structured customer discovery and use-case analysis. Serve as a bridge between customer needs and long-term product strategy.
Leverage AI to Scale Customer Impact: Use modern AI technologies to accelerate knowledge discovery, customer intelligence, program operations, and stakeholder engagement. Identify opportunities to apply AI-powered workflows that improve customer adoption, productivity, and operational efficiency. Champion responsible and practical use of AI across customer journeys and internal processes.
The ideal candidate is a strategic operator who engages equally well with executives, product leaders, architects, and engineers. You are obsessed with customer outcomes and passionate about helping customers realize business value. You navigate ambiguity and competing priorities with ease, manage executive-level stakeholders effectively, and communicate with exceptional clarity—translating technical complexity into business outcomes. You are data-driven, outcome-oriented, and able to influence without direct authority. You thrive solving hard customer problems and creating scalable solutions that benefit many customers.
OneTrust embraces an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.
Requirements:
- BA/BS in a relevant subject required
- 8+ years of experience in Technical Program Management, Customer Success, Solutions Architecture, Product Operations, Product Advocacy, Design Partner Programs, or similar strategic customer-facing roles
- Demonstrated success managing executive stakeholder relationships and strategic enterprise customers
- Strong understanding of SaaS platforms, APIs, integrations, enterprise architecture, cloud technologies, and software development lifecycles
- Experience leading complex cross-functional initiatives across Product, Engineering, Support, and Customer Success teams
- Proven ability to influence product strategy through customer insights and business impact analysis
- Strong analytical, communication, presentation, and problem-solving skills
- Experience driving measurable customer adoption, retention, expansion, or business value realization initiatives
