Job Description

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.

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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.

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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.

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Why This Role Exists

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This role is being created to address a clear coverage gap in International Customer Success. One Trust 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.

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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.

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Your Mission

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- 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.
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- Improve retention and renewal readiness across the assigned book of business by ensuring strong execution, early risk identification, and disciplined customer follow-through.
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- 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.
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- Establish the operating rhythms, team standards, portfolio segmentation, and success measures needed to run scaled Customer Success effectively.
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- Act as a continuity and performance leader who can stabilize coverage during transitions, support cross-functional execution, and scale what works.
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Key Responsibilities

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Team Leadership and Coaching

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- Lead, coach, and develop a team of scaled CSMs supporting a larger-volume portfolio of smaller customers.
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- Set clear performance expectations around retention, renewal readiness, customer engagement quality, operational hygiene, and portfolio management.
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- Provide regular coaching on customer communication, prioritization, risk management,



product guidance, and account execution.
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- Support hiring, onboarding, ramping, and career development for the India-based scaled CS team.
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Scaled Motion Design and Execution

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- 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.
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- Define how the team segments accounts, prioritizes effort, and balances breadth of coverage with quality of execution.
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- Ensure the team delivers value in a scalable way rather than replicating a strategic named-account model.
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- Continuously refine playbooks, workflows, and intervention triggers to improve efficiency and outcomes.
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Retention and Renewal Performance

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- Own renewal performance and retained ARR outcomes across the scaled team's portfolio in partnership with Sales, Renewals, ECS, and Support.
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- Ensure the team identifies churn risk early, drives mitigation plans, and improves readiness ahead of renewal events.
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- Track portfolio health trends and turn signals into clear actions, escalation paths, and performance improvements.
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- Use data to focus the team on the accounts and motions that create the greatest retention impact.
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Customer Experience and Regional Coverage

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- Improve in-timezone responsiveness and customer experience for APAC, Middle East, and other assigned regions.
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- Ensure smaller customers receive the right level of guidance, follow-up, and product support without unnecessary complexity.
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- Build a team culture that combines customer empathy with efficiency, clarity, and accountability.
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Cross-Functional Leadership

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- Partner closely with Support, Product, Professional Services, CSAs, Sales, Renewals, and regional CS leaders to improve customer outcomes and reduce execution friction.
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- Create strong handoff and escalation processes between scaled coverage and strategic coverage.
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- Surface recurring product, process, and customer experience themes that should inform broader Customer Success strategy.
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- Act as a key stakeholder in designing how scaled Customer Success complements digital and named models.
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Operational Management and Capacity Planning

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- Manage team capacity, portfolio allocation, coverage continuity, and productivity across a high-volume book of business.
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- Maintain strong CRM and Gainsight hygiene, reporting discipline, and inspection rhythms.
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- Help create resilience in the operating model during attrition, parental leaves, backfills, or organizational transitions.
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- Report on business performance with clear metrics and recommendations for leadership.




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Success Measures

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Success in this role will be measured through a combination of business impact, team performance, and operational execution, including:

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

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

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

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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 robust retention and customer outcomes through disciplined, programmatic execution.

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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.

📌 Manager Customer Success (Karnataka)
🏢 OneTrust
📍 Karnataka