Manager, Customer Success Scaled Accounts

About the role

This position leads a high-volume Customer Success team based in India, focusing on a portfolio of smaller accounts. You will design and implement a repeatable, efficient engagement model to drive retention and renewal readiness for customers in the APAC and Middle East regions.

Key facts

What you'll do

• Build and manage a team of scaled Customer Success Managers to support smaller accounts through a high-touch, programmatic approach.
• Define and refine operational playbooks, engagement cadences, and portfolio segmentation strategies.
• Own renewal outcomes and retained ARR for the assigned book of business.
• Provide coaching on risk mitigation, product adoption, and effective customer communication.
• Collaborate with Sales, Support, and Product teams to streamline handoffs and improve the customer experience.
• Maintain data integrity within CRM and Gainsight systems to track performance and team capacity.

Requirements

• Proven experience in a customer-facing SaaS role such as Customer Success, Account Management, Renewals, or Professional Services.
• Prior experience in people management, including performance coaching and team development.
• Demonstrated ability to manage high-volume portfolios and design scalable operational motions.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Technical fluency to guide teams on product adoption and complex use-case troubleshooting.
• Ability to balance strategic planning with hands-on operational execution.

Nice to have

• Familiarity with OneTrust products or experience in privacy, GRC, data governance, or compliance platforms.
• Experience managing teams focused on SMB or mid-market segments.
• Background in supporting customers across APAC or Middle East markets.

Skills & tools

• CRM platforms
• Gainsight
• Portfolio management
• Data analysis
• Performance metrics tracking

Practical notes

Benefits include comprehensive healthcare, equity RSUs, annual performance bonuses, retirement support, and 14+ weeks of paid parental leave. OneTrust maintains an office-first culture with an expectation of three days per week in the office. The company also covers fees for privacy certification exams.