Senior Customer Success Manager, Scaled Accounts

Strength in Trust

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.

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