Senior Customer Success Manager, Scaled Accounts

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. Senior Customer Success Manager, Scaled Accounts – India Department Customer Success Location India Reports To Manager, Customer Success Role Overview We are looking for a Senior Customer Success Manager in India to support a pooled, 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 EMEA, APAC, and Middle East customers. Unlike a strategic CSM managing a smaller number of complex $100K+ accounts, this role runs a more programmatic model across a larger book of business. The focus is on scalable value delivery, adoption management, renewal readiness, risk identification, customer triage, and coordinated 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, operational rigor, sound judgment, and the ability to manage a broad 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, where a scaled human-touch motion can improve retention and customer outcomes. The scaled model is intended to complement digital and named coverage by giving smaller customers more guided help in the moments that matter most: operational readiness, adoption, renewal preparation, and issue triage. It also strengthens regional responsiveness and provides continuity when named coverage is disrupted. Your Mission Manage a scaled portfolio of smaller accounts through Customer Success motion, with 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. Own more complex situations within the scaled team, including escalations, growth accounts, and cross-functional coordination on higher-risk customers. Improve in-timezone responsiveness for APAC and Middle East customers while also supporting broader regional coverage needs. Act as a flexible coverage layer that can preserve customer continuity and momentum when named coverage is unavailable or temporarily disrupted. Key Responsibilities Scaled Portfolio Management Own a pooled portfolio of smaller accounts across APAC, Middle East, EMEA, and other assigned segments using a lighter-touch, scalable engagement model. Prioritize efficiently across a larger volume of accounts and balance breadth of coverage with quality of execution. Support a team model designed to cover a broad customer base Operational Readiness and Customer Guidance Help customers navigate available digital resources, training, webinars, community channels, knowledge base content, and product guidance so they can be more successful post-implem…