Manager, Customer Success Scaled Accounts

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.

About the Role

We are looking for a Manager, Customer Success, Scaled Accounts in India to lead a high-performing team supporting 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.

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, 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.

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.

Team Leadership and Coaching

• 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.

Scaled Motion Design and Execution

• 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.

Retention and Renewal Performance

• 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.

Customer Experience and Regional Coverage

• 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.

Cross-Functional Leadership

• 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.

Operational Management and Capacity Planning

• 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.

Success Measures

• Renewal rate and retained ARR across the scaled portfolio.
• Improvement in renewal-readiness execution and risk mitigation quality.
• Team productivity across a higher-volume book of business.
• Response time, backlog management, and follow-through for APAC and Middle East customers.
• Strength of CRM and Gainsight hygiene, signal capture, and portfolio inspection.
• Quality of hiring, onboarding, coaching, and team development.
• Ability to create a scalable, repeatable Customer Success motion that improves outcomes without the cost of a full strategic coverage model.

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.

Preferred Qualifications

• 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.

What Makes This Role Different

This is not a traditional strategic Customer Success leadership role. It is a scaled-team management role for a leader who can build a broader-coverage model, run a higher-volume operating motion, and deliver strong retention and customer outcomes through disciplined, programmatic execution. The role is designed to extend quality human coverage to customers who matter commercially but do not require the depth of a strategic $100K+ named-CSM model. Success will come from building a repeatable team motion that protects ARR, improves responsiveness, and strengthens the overall International Customer Success model.

Schedule

We are embracing an office-first culture, encouraging three days a week in office for most roles.

Benefits

• 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.
• Specific benefits differ by country.