Manager, Customer Success Scaled Accounts

OneTrust

5d•Onsite

About The Position

OneTrust is seeking a Manager, Customer Success, Scaled Accounts in India to lead a high-performing team that supports a scaled portfolio of smaller customers through a lighter-touch, high-volume Customer Success motion. This role is designed to bridge the gap between digital-only coverage and strategic named coverage, with a focus on protecting ARR, improving customer outcomes, and delivering strong in-timezone support across APAC and Middle East customers. Unlike a traditional Customer Success leadership role focused on a smaller number of large, strategic accounts, this manager will lead a more programmatic, high-scale model. The focus is on retention, renewal readiness, operational excellence, portfolio health, team productivity, and coordinated customer support rather than deep executive sponsorship of a limited number of complex enterprise relationships. This is a strong fit for a leader who combines Customer Success judgment with operating discipline, coaching capability, technical fluency, and the ability to build a repeatable scaled motion that delivers strong customer outcomes at efficient cost. This role is being created to address a clear coverage gap in International Customer Success. OneTrust has identified a meaningful population of customers below the strategic named-CS threshold who still need guided support, especially in the 50–100K ARR band, where a scaled human-touch motion can improve retention and customer outcomes without the cost of full strategic coverage. The role also supports the key outcomes identified in the India team strategy: higher retention, better APAC and Growth coverage, greater resilience during attrition or handoffs, and sharper focus for strategic CSMs on their highest-complexity accounts.

Requirements

Proven experience leading Customer Success, Account Management, Renewals, Professional Services, Solutions Consulting, or another customer-facing SaaS team.
Prior people-management experience, including coaching, performance management, and team development.
Strong understanding of scaled or commercial Customer Success models, including how to run high-volume portfolios effectively.
Strong communication skills with the ability to simplify complexity, align stakeholders, and lead through clarity.
Good technical fluency and the ability to guide teams supporting product adoption, customer questions, and use-case problem solving.
Strong operational discipline, analytical thinking, prioritization, and execution rigor.
Customer-first mindset, sound judgment, and comfort working cross-functionally in a fast-moving environment.
Ability to balance strategic thinking with hands-on operating leadership.

Nice To Haves

Experience with OneTrust products or with comparable privacy, GRC, data governance, consent, or compliance platforms.
Experience leading SMB, mid-market, commercial, or scaled Customer Success teams rather than only strategic enterprise coverage.
Experience supporting customers across APAC, Middle East, or other international markets.
Experience building or improving playbooks, operating cadences, and portfolio-management frameworks for scaled teams.
Comfort operating in a lighter-touch CS motion that is structured, repeatable, and commercially disciplined.

Responsibilities

Build and lead a scaled Customer Success team in India that delivers consistent, high-quality coverage for smaller accounts through a lighter-touch, repeatable engagement model.
Improve retention and renewal readiness across the assigned book of business by ensuring strong execution, early risk identification, and disciplined customer follow-through.
Create a lower-cost, high-impact coverage layer that strengthens support for APAC and Middle East customers while allowing strategic CSMs to stay focused on larger, more complex accounts.
Establish the operating rhythms, team standards, portfolio segmentation, and success measures needed to run scaled Customer Success effectively.
Act as a continuity and performance leader who can stabilize coverage during transitions, support cross-functional execution, and scale what works.
Lead, coach, and develop a team of scaled CSMs supporting a larger-volume portfolio of smaller customers.
Set clear performance expectations around retention, renewal readiness, customer engagement quality, operational hygiene, and portfolio management.
Provide regular coaching on customer communication, prioritization, risk management, product guidance, and account execution.
Support hiring, onboarding, ramping, and career development for the India-based scaled CS team.
Build and run a structured, repeatable Customer Success motion for smaller accounts, including engagement cadences, success planning lite, adoption check-ins, renewal-readiness touchpoints, and proactive risk reviews.
Define how the team segments accounts, prioritizes effort, and balances breadth of coverage with quality of execution.
Ensure the team delivers value in a scalable way rather than replicating a strategic named-account model.
Continuously refine playbooks, workflows, and intervention triggers to improve efficiency and outcomes.
Own renewal performance and retained ARR outcomes across the scaled team’s portfolio in partnership with Sales, Renewals, ECS, and Support.
Ensure the team identifies churn risk early, drives mitigation plans, and improves readiness ahead of renewal events.
Track portfolio health trends and turn signals into clear actions, escalation paths, and performance improvements.
Use data to focus the team on the accounts and motions that create the greatest retention impact.
Improve in-timezone responsiveness and customer experience for APAC, Middle East, and other assigned regions.
Ensure smaller customers receive the right level of guidance, follow-up, and product support without unnecessary complexity.
Build a team culture that combines customer empathy with efficiency, clarity, and accountability.
Partner closely with Support, Product, Professional Services, CSAs, Sales, Renewals, and regional CS leaders to improve customer outcomes and reduce execution friction.
Create strong handoff and escalation processes between scaled coverage and strategic coverage.
Surface recurring product, process, and customer experience themes that should inform broader Customer Success strategy.
Act as a key stakeholder in designing how scaled Customer Success complements digital and named models.
Manage team capacity, portfolio allocation, coverage continuity, and productivity across a high-volume book of business.
Maintain strong CRM and Gainsight hygiene, reporting discipline, and inspection rhythms.
Help create resilience in the operating model during attrition, parental leaves, backfills, or organizational transitions.
Report on business performance with clear metrics and recommendations for leadership.