Senior Customer Success Manager, Scales 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 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.

Where we Work

We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

Benefits

As an employee at OneTrust , you will be part of the OneTeam . That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources

Check out the following to learn more about OneTrust and its people:

OneTrust Careers on YouTube

@LifeatOneTrust on Instagram

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview . You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form .

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com .

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.