SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
OneTrust is seeking a Manager of Customer Success for Scaled Accounts to lead a high-performing team supporting a large portfolio of smaller customers through a programmatic, high-volume customer success model. Unlike traditional strategic account management focused on a small number of large enterprise accounts, this role bridges the gap between digital-only coverage and named-account coverage, with emphasis on protecting ARR, improving customer outcomes, and delivering strong in-timezone support for APAC and Middle East customers.
The role addresses a clear coverage gap for customers in the 50–100K ARR band who benefit from guided support but don't require full strategic coverage. You will build and lead a scaled Customer Success team that delivers consistent, high-quality coverage through a lighter-touch, repeatable engagement model.
Key responsibilities include: leading and coaching a team of scaled CSMs; setting performance expectations around retention, renewal readiness, engagement quality, and portfolio management; designing and executing a structured, repeatable Customer Success motion including engagement cadences, success planning, adoption check-ins, and renewal-readiness touchpoints; owning renewal performance and retained ARR outcomes; identifying churn risk early and driving mitigation plans; establishing operating rhythms, team standards, and success measures; and continuously refining playbooks and workflows to improve efficiency.
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. The role supports key outcomes including higher retention, better APAC coverage, greater resilience during transitions, and allowing strategic CSMs to focus on higher-complexity accounts.
