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.

Responsibilities

Manage a scaled portfolio of smaller accounts through Customer Success motion; Protect retention by driving renewal readiness and surfacing risk early; Own complex situations within the scaled team, including escalations and growth accounts; Improve in-timezone responsiveness for APAC and Middle East customers; Act as flexible coverage layer to preserve customer continuity; Deliver practical human support around operational readiness; Run one-to-many scaled programs such as webinars and Q&A sessions; Use customer signals to identify low-adoption or at-risk customers; Build and maintain lightweight success plans; Perform triage, escalation, and cross-functional coordination; Maintain quarterly touchpoint cadence and deliver annual business review; Capture voice of customer and surface trends; Support standardization and automation of workflows

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 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