Customer Success Engineer

Customer Success Engineer

OneTrust's mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.

As a Customer Success Engineer (CSE) at OneTrust, you will be a key enabler of customer success by helping users overcome product-related challenges through focused, high-quality "Ask the Expert" sessions. These 1–2 hour sessions provide hands-on troubleshooting, guidance, and configuration support to customers across our platform. Your role is to help unblock customers and empower them with the knowledge and confidence to effectively use OneTrust to meet their operational needs.

You will bring product expertise, strong communication skills, and a calm, customer-first mindset to every interaction. While this role is primarily reactive and tactical in nature, it plays a critical role in ensuring positive customer outcomes. In addition to delivering sessions, CSEs contribute reusable content such as knowledgebase articles, blog posts, and video tutorials to support scalable enablement.

This position is an ideal stepping stone for those looking to grow into more strategic, consultative roles within the Customer Success Architecture team.

Your Mission

• Deliver 1:1 "Ask the Expert" sessions with customers focused on resolving issues, clarifying product behavior, and answering "how-to" questions across one or more OneTrust solution domains.
• Translate customer challenges into actionable guidance, empowering users to configure, troubleshoot, and move forward confidently.
• Stay calm and professional under pressure, especially when working with frustrated or time-sensitive customers.
• Build trusted working relationships with customer users and administrators through empathy, product knowledge, and clear communication.
• Partner with CSAs, Support, Product, and Enablement teams to relay customer insights and improve internal processes.
• Create and maintain scalable enablement assets that reflect common patterns seen in customer engagements.

Preferred Background

• Prior experience as a OneTrust Implementation Consultant or Support Engineer, or in a customer-facing role involving direct OneTrust platform usage.
• Candidates without OneTrust experience must demonstrate expertise in a comparable platform (e.g., GRC, privacy, data governance, consent management) with proven ability to ramp quickly.

Qualifications

Experience

• Experience in a technical customer-facing role such as Customer Success, Support Engineering, Professional Services, or Solutions Consulting.
• Familiarity with cloud-based software platforms and enterprise SaaS workflows.

Skills & Attributes

• Strong product troubleshooting and problem-solving skills.
• Excellent written and verbal communication, with the ability to simplify complex topics.
• Customer-first mindset with high emotional intelligence and empathy.
• Ability to multitask, prioritize, and manage time across multiple engagements.
• Comfortable collaborating cross-functionally with CSAs, Support, and Product teams.

Growth Path

This role offers the opportunity to deepen your product and customer engagement expertise on the path toward more strategic positions within the Customer Success Architecture team, such as Customer Success Architect (CSA).