Principal Learning Experience Designer at OneTrust
Department: Customer Experience
Compensation
$90,000 – $120,000/yr
Setup
Hybrid
Location
Atlanta, Georgia
Type
Full-time
Level
senior
Posted
Description
OneTrust is hiring a Principal Learning Experience Designer to architect and scale release-driven digital education for complex SaaS products. The role converts instructor-led and technical content into scalable self-directed eLearning, builds microlearning and demo videos, maintains reusable design patterns, applies accessibility and inclusive design standards, leverages AI tools, and mentors other designers. It requires a bachelor’s degree in instructional design, education, or a similar field, at least seven years of relevant experience, proficiency with Articulate Rise and Storyline, and strong project management and collaboration skills. The role is office-first with three days per week in the office and offers a base salary of $90,000–$120,000 USD, plus potential bonuses, equity, commissions, and benefits.
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Regional Customer Success Strategy & Outcomes Own and execute Customer Success strategy for International South & Growth Markets, aligned with International Customer Success strategy and regional business priorities. 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, expansion, and advocacy across the region. Maintain a deep understanding of market dynamics, customer maturity, and regional considerations to tailor Customer Success execution appropriately. Commercial Accountability & Renewals Leadership Own GRR and NRR performance across the region, with clear accountability for retention, renewals, and expansion outcomes. Partner closely with Sales and Renewal / ECS to secure large, complex, and strategic renewals, including executive-level engagement and negotiation where required. Proactively identify and mitigate churn risk, leading cross-functional recovery plans for at-risk and high-value accounts. Drive expansion strategy by positioning adjacent use cases and additional solutions based on realized and demonstrated customer value. Drive operational rigor around forecast accuracy, customer health, value articulation, stakeholder alignment, renewal planning, and expansion identification. Leadership & Team Development Lead, coach, and develop a team of high-performing Customer Success leaders, managers, and senior ICs. Set clear expectations around outcomes, customer engagement quality, commercial impact, and accountability. Build succession plans and develop future Customer Success leaders within the region. Foster a culture of customer obsession, ownership, data-driven decision making, and continuous improvement. Drive the adoption of AI tools and AI-enabled ways of working across the team to improve workflows, efficiency, insight quality, and execution consistency. Executive Customer Engagement Act as the executive sponsor for the most strategic and complex customers in the region. Lead high-impact Executive Business Reviews focused on outcomes, ROI, renewal readiness, and long-term partnerships. Serve as the senior escalation point for critical customer situations, executive concerns, and high-stakes commercial discussions. Cross-Functional & Strategic Leadership Partner closely with Professional Services to ensure seamless handoff, strong onboarding, and alignment between delivery milestones and long-term customer outcomes. Ensure Customer Success operates as a single, coordinated post-sales motion across implementation, adoption, value realization, renewal readiness, and growth. Collaborate with Sales, Renewal / ECS, Support, and Product to deliver a cohesive, end-to-end customer experience. Lead and contribute to strategic initiatives at both the International and global level, bringing regional insight and helping shape broader Customer Success priorities. Represent the voice of the customer internally, influencing product direction, services strategy, and GTM priorities. Success Measures Strong GRR and NRR performance across the region. Successful execution of large and strategic renewals in partnership with Sales and Renewal / ECS. Clear evidence of customer outcomes and value realization. Reduced churn risk through proactive, executive-level engagement. Healthy pipeline of expansion and growth opportunities. High team engagement, performance, and leadership bench strength.
