Manager, Customer Success Scaled Accounts

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.

Responsibilities

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; Own renewal performance and retained ARR outcomes across the scaled team’s portfolio in partnership with Sales, Renewals, ECS, and Support; Manage team capacity, portfolio allocation, coverage continuity, and productivity across a high-volume book of business.

Requirements

Proven experience leading Customer Success, Account Management, Renewals, Professional Services, Solutions Consulting, or another customer-facing SaaS team; Prior people-management experience, including coaching, performance management, and team development; Strong understanding of scaled or commercial Customer Success models, including how to run high-volume portfolios effectively; Strong communication skills with the ability to simplify complexity, align stakeholders, and lead through clarity; Good technical fluency and the ability to guide teams supporting product adoption, customer questions, and use-case problem solving; Strong operational discipline, analytical thinking, prioritization, and execution rigor; Customer-first mindset, sound judgment, and comfort working cross-functionally in a fast-moving environment; Ability to balance strategic thinking with hands-on operating leadership.

Nice to have

Experience with OneTrust products or with comparable privacy, GRC, data governance, consent, or compliance platforms; Experience leading SMB, mid-market, commercial, or scaled Customer Success teams rather than only strategic enterprise coverage; Experience supporting customers across APAC, Middle East, or other international markets; Experience building or improving playbooks, operating cadences, and portfolio-management frameworks for scaled teams; Comfort operating in a lighter-touch CS motion that is structured, repeatable, and commercially disciplined.

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