Manager, Customer Success Scaled Accounts

About this role

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.

Role Overview 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. Your Mission • 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.

Key Responsibilities 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 Custo

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