Senior Customer Success Manager, Scales Accounts

Senior Customer Success Manager, Scaled Accounts – India

Department

Customer Success

Location

India

Reports To

Manager, Customer Success

Role Overview

We are looking for a Senior Customer Success Manager in India to support a pooled, 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 EMEA, APAC, and Middle East customers.

Unlike a strategic CSM managing a smaller number of complex $100K+ accounts, this role runs a more programmatic model across a larger book of business. The focus is on scalable value delivery, adoption management, renewal readiness, risk identification, customer triage, and coordinated support rather than deep executive engagement or highly customized strategic account plans.

This is a strong fit for someone who combines Customer Success discipline with technical fluency, operational rigor, sound judgment, and the ability to manage a broad portfolio without sacrificing customer experience.

Why This Role Exists

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, where a scaled human-touch motion can improve retention and customer outcomes.

The scaled model is intended to complement digital and named coverage by giving smaller customers more guided help in the moments that matter most: operational readiness, adoption, renewal preparation, and issue triage. It also strengthens regional responsiveness and provides continuity when named coverage is disrupted.

Your Mission

• Manage a scaled portfolio of smaller accounts through Customer Success motion, with a stronger emphasis on repeatable, programmatic engagement.
• Protect retention by driving renewal readiness, surfacing risk early, and helping customers realize value from their OneTrust investment.
• Own more complex situations within the scaled team, including escalations, growth accounts, and cross-functional coordination on higher-risk customers.
• Improve in-timezone responsiveness for APAC and Middle East customers while also supporting broader regional coverage needs.
• Act as a flexible coverage layer that can preserve customer continuity and momentum when named coverage is unavailable or temporarily disrupted.

Key Responsibilities

Scaled Portfolio Management

• Own a pooled portfolio of smaller accounts across APAC, Middle East, EMEA, and other assigned segments using a lighter-touch, scalable engagement model.
• Prioritize efficiently across a larger volume of accounts and balance breadth of coverage with quality of execution.
• Support a team model designed to cover a broad customer base

Operational Readiness and Customer Guidance

• Help customers navigate available digital resources, training, webinars, community channels, knowledge base content, and product guidance so they can be more successful post-implementation.
• Deliver practical human support around operational readiness, including directing customers to the right resources and helping them understand how to work effectively with OneTrust after go-live.
• Reinforce a lighter-touch, scaled motion by helping customers access the right self-service and guided resources instead of defaulting to heavy custom engagement.
• Run one-to-many scaled programs such as customer webinars, live Q&A sessions, product roadmap briefings, and customer community engagements to educate customers at scale and increase adoption across the portfolio.

Adoption Management

• Use customer signals such as health scores, usage indicators, and weekly reporting to identify low-adoption or at-risk customers.
• Proactively engage customers with adoption challenges and help move them toward clear next steps, better product usage, and stronger renewal readiness.
• Build and maintain lightweight success plans that are practical, renewal-focused, and tailored to the customer’s use cases, personas, and goals.
• Translate product questions, blockers, and use-case gaps into clear actions for the customer and internal teams.

Triage, Escalation, and Cross-Functional Coordination

• Act as a senior pooled CSM for triage and escalation, especially where customer issues require cross-functional routing or tighter coordination.
• Route complex product issues to Support, architecture questions to Technical Advisory or the relevant technical team, and strategic growth opportunities to the Account Executive.
• Work with ECS, Renewals, Sales, Professional Services, and Product as needed to move issues forward and improve customer outcomes.
• Maintain strong case documentation, knowledge capture, timelines, and account context so other teams can act quickly and consistently.

Customer Engagement and Renewal Readiness

• Run structured, repeatable customer engagement motions, including calls, email touchpoints, and QBR-style interactions as appropriate for scaled accounts.
• Maintain a minimum quarterly touchpoint cadence, with additional outreach when low adoption or elevated risk is identified.
• Deliver an annual business review aligned to the renewal motion, ideally beginning approximately seven months before renewal.
• Follow the appropriate renewal playbook for the account segment and support renewal forecasting with clear, accurate customer sentiment and risk signals throughout the year.

Voice of Customer and Continuous Improvement

• Capture recurring pain points, feature requests, and customer feedback from the scaled portfolio.
• Surface trends to Product, CS leadership, and adjacent teams to improve customer experience, playbooks, and scaled motions.
• Contribute to standardization and automation by helping improve templates, workflows, reporting, and AI-enabled operating practices.

• Help build and improve the knowledge base by capturing repeatable answers, drafting FAQs and guidance content, and turning recurring customer questions into reusable assets for customers and internal teams.

Continuity and Coverage Flexibility

• Willing to work during European time zone or APAC time zone
• Step in as a continuity layer when strategic coverage is disrupted, helping maintain customer momentum for strategic customers.
• Support growth accounts and temporary named-coverage needs where the business would benefit from a short-term human touch.

Success Measures

Success in this role will be measured through a combination of customer outcomes, operational excellence, and execution quality, including:

• Renewal rate and retained ARR across the assigned portfolio.
• Quality and consistency of renewal-readiness execution and risk management.
• Ability to identify adoption risk early and translate signals into timely action.
• Accuracy and usefulness of renewal sentiment and account forecasting inputs.
• Response time, backlog management, and customer follow-through in a pooled, scaled motion.
• Strength of CRM and Gainsight hygiene, knowledge capture, case documentation, and signal tracking.
• Ability to manage escalations, growth-account complexity, and cross-functional coordination at a higher level than the P2 role.
• Contribution to scalable process improvement, automation, and repeatable playbooks.

Experience and Skills Required

• Proven experience in Customer Success, Account Management, Renewals, Professional Services, Solutions Consulting, or another customer-facing SaaS role.
• Minimum 6-8 years of experience in relevant field.
• Bachelor’s or Master’s degree in Computer Science or related field.
• Ability to manage multiple customer engagements at once and operate effectively in a higher-volume environment.
• Strong communication skills with the ability to simplify complex concepts and guide customers clearly and confidently.
• Good technical fluency and the ability to support customers with product guidance, platform adoption, and use-case problem solving.
• Strong operational discipline, prioritization, and follow-through.
• Customer-first mindset, sound judgment, and comfort working cross-functionally in a fast-moving environment.
• Experience handling escalations, ambiguous customer situations, and commercial or renewal-risk conversations with appropriate judgment.
• Comfort working in a pooled model with shared ownership mechanisms, standard workflows, and high expectations for responsiveness.

Preferred Background

• Experience with OneTrust products or with comparable privacy, GRC, data governance, consent, or compliance platforms.
• Experience supporting SMB, mid-market, commercial, or scaled portfolios rather than only highly strategic enterprise accounts.
• Experience serving customers across APAC, Middle East, EMEA, or other international markets.
• Experience using health scores, usage data, and customer signals to drive proactive intervention.
• Comfort operating in a lighter-touch CS motion that is structured, repeatable, commercially disciplined, and increasingly enabled by automation and AI.