Senior Customer Success Manager, Scaled Accounts

onetrust; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

OneTrust is hiring a Senior Customer Success Manager (P3) in India to support a large book of smaller accounts with a lighter-touch, scalable engagement model. You will drive adoption, monitor health, and manage renewal risk while delivering practical product guidance.

This role emphasizes operational rigor, cross-functional collaboration, and continuity across APAC and the Middle East. You will influence outcomes through repeatable motions, proactive risk reviews, and clear customer notes,

Responsibilities

• Own a portfolio of smaller accounts across APAC, Middle East, and other assigned segments using a lighter-touch, scalable engagement model.
• Deliver structured, repeatable customer motions such as success planning lite, adoption check-ins, renewal-readiness touchpoints, and proactive risk reviews.
• Prioritize efficiently across a larger volume of accounts and balance breadth of coverage with quality of execution.
• Help customers progress toward their intended outcomes by driving adoption, use-case expansion within scope, and practical platform guidance.
• Translate customer questions and blockers into clear next steps, using a calm, customer-first, outcome-oriented approach.
• Reinforce value realization in a simple, scalable way rather than through heavy strategic consulting motions.
• Monitor portfolio health and identify churn risk early.
• Run lightweight renewal-readiness motions and partner with Sales, Renewals, ECS, and Support where intervention is needed.
• Maintain clear customer notes, next steps, risks, and engagement history in systems of record.
• Provide practical product guidance and partner enablement support for customers who need targeted help navigating the platform.
• Partner cross-functionally with Support, Product, Professional Services, CSAs, and Renewals to route issues, remove blockers, and improve customer outcomes.
• Surface recurring themes, friction points, and customer signals that can improve playbooks and scaled motions.

Job description

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 Senior Customer Success Manager (P3) in India to support 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 strategic CSM managing a smaller number of complex $100K+ accounts, this role will run a lighter, more programmatic motion across a larger book of business. The focus is on scalable value delivery, renewal readiness, product guidance, risk identification, and coordinated customer 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, strong operational rigour, and the ability to manage a higher-volume 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, 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 four outcomes already identified in the India team proposal: 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

Manage a scaled portfolio of smaller accounts through a lighter‑touch Customer Success motion, with more accounts than a strategic named CSM and 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.

Provide practical product and adoption guidance for customers who need support but are not viable for a full Premier or strategic CS motion.

Improve in‑timezone responsiveness for APAC and Middle East customers and help strengthen customer experience in those regions.

Act as a flexible coverage layer that can also help preserve continuity when strategic coverage is disrupted by attrition, transitions, or backfill gaps.

Key Responsibilities

Scaled Portfolio Management

Own a portfolio of smaller accounts across APAC, Middle East, and other assigned segments using a lighter-touch, scalable engagement model.

Deliver structured, repeatable customer motions such as success planning lite, adoption check‑ins, renewal‑readiness touchpoints, and proactive risk reviews.

Prioritize efficiently across a larger volume of accounts and balance breadth of coverage with quality of execution.

Customer Value and Adoption

Help customers progress toward their intended outcomes by driving adoption, use‑case expansion within scope, and practical platform guidance.

Translate customer questions and blockers into clear next steps, using a calm, customer‑first, outcome‑oriented approach.

Reinforce value realization in a simple, scalable way rather than through heavy strategic consulting motions.

Renewal Readiness and Risk Management

Monitor portfolio health and identify churn risk early.

Run lightweight renewal‑readiness motions and partner with Sales, Renewals, ECS, and Support where intervention is needed.

Maintain clear customer notes, next steps, risks, and engagement history in systems of record.

Product Guidance and Cross‑Functional Coordination

Provide practical product guidance and partner enablement support for customers who need targeted help navigating the platform.

Partner cross‑functionally with Support, Product, Professional Services, CSAs, and Renewals to route issues, remove blockers, and improve customer outcomes.

Surface recurring themes, friction points, and customer signals that can improve playbooks and scaled motions.

Continuity an