Senior Customer Success Manager, Scaled Accounts

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.

Responsibilities

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; 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; Help customers navigate available digital resources, training, webinars, community channels, knowledge base content, and product guidance; Run one-to-many scaled programs such as customer webinars, live Q&A sessions, product roadmap briefings, and customer community engagements; Use customer signals such as health scores, usage indicators, and weekly reporting to identify low-adoption or at-risk customers; Proactively engage customers with adoption challenges and help move them toward clear next steps, better product usage, and stronger renewal readiness; Build and maintain lightweight success plans that are practical, renewal-focused, and tailored to the customer’s use cases, personas, and goals; Translate product questions, blockers, and use-case gaps into clear actions for the customer and internal teams; Act as a senior pooled CSM for triage and escalation, especially where customer issues require cross-functional routing or tighter coordination; Route complex product issues to Support, architecture questions to Technical Advisory or the relevant technical team, and strategic growth opportunities to the Account Executive; Work with ECS, Renewals, Sales, Professional Services, and Product as needed to move issues forward and improve customer outcomes; Maintain strong case documentation, knowledge capture, timelines, and account context so other teams can act quickly and consistently; Run structured, repeatable customer engagement motions, including calls, email touchpoints, and QBR-style interactions as appropriate for scaled accounts; Maintain a minimum quarterly touchpoint cadence, with additional outreach when low adoption or elevated risk is identified; Deliver an annual business review aligned to the renewal motion, ideally beginning approximately seven months before renewal; Follow the appropriate renewal playbook for the account segment and support renewal forecasting with clear, accurate customer sentiment and risk signals throughout the year; Capture recurring pain points, feature requests, and customer feedback from the scaled portfolio; Surface trends to Product, CS leadership, and adjacent teams to improve customer experience, playbooks, and scaled motions; Contribute to standardization and automation by helping improve templates, workflows, reporting, and AI-enabled operating practices; Help build and improve the knowledge base by capturing repeatable answers, drafting FAQs and guidance content, and turning recurring customer questions into reusable assets for customers and internal teams; Willing to work during European time zone or APAC time zone; Step in as a continuity layer when strategic coverage is disrupted, helping maintain customer momentum for strategic customers; Support growth accounts and temporary named-coverage needs where the business would benefit from a short-term human touch

Requirements

Proven experience in Customer Success, Account Management, Renewals, Professional Services, Solutions Consulting, or another customer-facing SaaS role; Minimum 6-8 years of experience in relevant field; Bachelor’s or Master’s degree in Computer Science or related field; Ability to manage multiple customer engagements at once and operate effectively in a higher-volume environment; Strong communication skills with the ability to simplify complex concepts and guide customers clearly and confidently; Good technical fluency and the ability to support customers with product guidance, platform adoption, and use-case problem solving; Strong operational discipline, prioritization, and follow-through; Customer-first mindset, sound judgment, and comfort working cross-functionally in a fast-moving environment; Experience handling escalations, ambiguous customer situations, and commercial or renewal-risk conversations with appropriate judgment; Comfort working in a pooled model with shared ownership mechanisms, standard workflows, and high expectations for responsiveness

Nice to have

Experience with OneTrust products or with comparable privacy, GRC, data governance, consent, or compliance platforms; Experience supporting SMB, mid-market, commercial, or scaled portfolios rather than only highly strategic enterprise accounts; Experience serving customers across APAC, Middle East, EMEA, or other international markets; Experience using health scores, usage data, and customer signals to drive proactive intervention; Comfort operating in a lighter-touch CS motion that is structured, repeatable, commercially disciplined, and increasingly enabled by automation and AI

Benefits

Comprehensive healthcare coverage; Flexible PTO; Equity RSUs; Annual performance bonus opportunities; Retirement account support; 14+ weeks of paid parental leave; Career development opportunities; Company-paid privacy certification exam fees