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. n 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. n 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 effective cost. n Why This Role Exists n 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. n 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. n Your Mission n n 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. n Improve retention and renewal readiness across the assigned book of business by ensuring strong execution, early risk identification, and disciplined customer follow-through. n 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. n Establish the operating rhythms, team standards, portfolio segmentation, and success measures needed to run scaled Customer Success effectively. n Act as a continuity and performance leader who can stabilize coverage during transitions, support cross-functional execution, and scale what works. n n Key Responsibilities n Team Leadership and Coaching n n Lead, coach, and develop a team of scaled CSMs supporting a larger-volume portfolio of smaller customers. n Set clear performance expectations around retention, renewal readiness, customer engagement quality, operational hygiene, and portfolio management. n Provide regular coaching on customer communication, prioritization,



risk management, product guidance, and account execution. n Support hiring, onboarding, ramping, and career development for the India-based scaled CS team. n n Scaled Motion Design and Execution n n 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. n Define how the team segments accounts, prioritizes effort, and balances breadth of coverage with quality of execution. n Ensure the team delivers value in a scalable way rather than replicating a strategic named-account model. n Continuously refine playbooks, workflows, and intervention triggers to improve efficiency and outcomes. n n Retention and Renewal Performance n n Own renewal performance and retained ARR outcomes across the scaled team’s portfolio in partnership with Sales, Renewals, ECS, and Support. n Ensure the team identifies churn risk early, drives mitigation plans, and improves readiness ahead of renewal events. n Track portfolio health trends and turn signals into clear actions, escalation paths, and performance improvements. n Use data to focus the team on the accounts and motions that create the greatest retention impact. n n Customer Experience and Regional Coverage n n Improve in-timezone responsiveness and customer experience for APAC, Middle East, and other assigned regions. n Ensure smaller customers receive the right level of guidance, follow-up, and product support without unnecessary complexity. n Build a team culture that combines customer empathy with efficiency, clarity, and accountability. n n Cross-Functional Leadership n n Partner closely with Support, Product, Professional Services, CSAs, Sales, Renewals, and regional CS leaders to improve customer outcomes and reduce execution friction. n Create strong handoff and escalation processes between scaled coverage and strategic coverage. n Surface recurring product, process, and customer experience themes that should inform broader Customer Success strategy. n Act as a key stakeholder in designing how scaled Customer Success complements digital and named models. n n Operational Management and Capacity Planning n n Manage team capacity, portfolio allocation, coverage continuity, and productivity across a high-volume book of business. n Maintain strong CRM and Gainsight hygiene, reporting discipline, and inspection rhythms. n Help create resilience in the operating model during attrition, parental leaves, backfills, or organizational transitions.



n Report on business performance with clear metrics and recommendations for leadership. n n Success Measures n Success in this role will be measured through a combination of business impact, team performance, and operational execution, including: n n Renewal rate and retained ARR across the scaled portfolio. n Improvement in renewal-readiness execution and risk mitigation quality. n Team productivity across a higher-volume book of business. n Response time, backlog management, and follow-through for APAC and Middle East customers. n Strength of CRM and Gainsight hygiene, signal capture, and portfolio inspection. n Quality of hiring, onboarding, coaching, and team development. n Ability to create a scalable, repeatable Customer Success motion that improves outcomes without the cost of a full strategic coverage model. n n Experience and Skills Required n n Proven experience leading Customer Success, Account Management, Renewals, Professional Services, Solutions Consulting, or another customer-facing SaaS team. n Prior people-management experience, including coaching, performance management, and team development. n Strong understanding of scaled or commercial Customer Success models, including how to run high-volume portfolios effectively. n Strong communication skills with the ability to simplify complexity, align stakeholders, and lead through clarity. n Good technical fluency and the ability to guide teams supporting product adoption, customer questions, and use-case problem solving. n Strong operational discipline, analytical thinking, prioritization, and execution rigor. n Customer-first mindset, sound judgment, and comfort working cross-functionally in a fast-moving environment. n Ability to balance strategic thinking with hands-on operating leadership. n n Preferred Background n n Experience with OneTrust products or with comparable privacy, GRC, data governance, consent, or compliance platforms. n Experience leading SMB, mid-market, commercial, or scaled Customer Success teams rather than only strategic enterprise coverage. n Experience supporting customers across APAC, Middle East, or other international markets. n Experience building or improving playbooks, operating cadences, and portfolio-management frameworks for scaled teams. n Comfort operating in a lighter-touch CS motion that is structured, repeatable, and commercially disciplined. n n What Makes This Role Different n 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. n 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. n

📌 Manager Customer Success (Bengaluru)
🏢 OneTrust
📍 Bengaluru