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OneTrust is seeking a Senior Customer Success Manager (P3) based in Bengaluru to manage a scaled portfolio of smaller accounts across APAC and the Middle East. This role bridges the gap between digital-only coverage and strategic named-account management, focusing on protecting ARR, improving customer outcomes, and delivering in-timezone support.
Unlike traditional strategic CSMs managing a small number of complex $100K+ accounts, this position runs a lighter, more programmatic motion across a larger book of business in the $50–100K ARR band. The focus is on scalable value delivery, renewal readiness, product guidance, risk identification, and coordinated customer support rather than deep executive engagement or highly customized strategic account plans.
Key responsibilities include managing a scaled portfolio using repeatable engagement models (success planning lite, adoption check-ins, renewal-readiness touchpoints, proactive risk reviews), helping customers progress toward intended outcomes through adoption and use-case expansion, monitoring portfolio health and identifying churn risk early, providing practical product guidance, and partnering cross-functionally with Support, Product, Professional Services, and Renewals teams.
The role addresses a clear coverage gap in international Customer Success, improving retention and customer outcomes for accounts that need guided support but are not viable for full strategic coverage. It also strengthens APAC and Middle East responsiveness, provides greater resilience during attrition or handoffs, and allows strategic CSMs to focus on their highest-complexity accounts.
This is a strong fit for someone combining Customer Success discipline with technical fluency, strong operational rigor, and the ability to manage a higher-volume portfolio without sacrificing customer experience. The ideal candidate will balance breadth of coverage with quality of execution, translate customer questions into clear next steps, and surface recurring themes that improve scaled motions.
