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OneTrust is seeking a Senior Customer Success Manager to manage a scaled portfolio of smaller accounts across APAC, EMEA, and Middle East regions. This role bridges the gap between digital-only and strategic named account coverage, focusing on protecting ARR, improving customer outcomes, and delivering in-timezone support.
Unlike traditional strategic CSMs managing fewer complex accounts, this position operates a programmatic model across a larger book of business. You will focus on scalable value delivery, adoption management, renewal readiness, risk identification, and coordinated support rather than deep executive engagement.
Key responsibilities include:
- Managing a pooled portfolio of smaller accounts using a lighter-touch, scalable engagement model
- Driving renewal readiness and surfacing risk early to protect retention
- Owning complex escalations, growth accounts, and cross-functional coordination on higher-risk customers
- Delivering operational readiness guidance and helping customers navigate digital resources, training, and product guidance
- Running one-to-many scaled programs such as webinars, Q&A sessions, and community engagements
- Using health scores and usage indicators to identify adoption gaps and drive engagement
- Providing in-timezone responsiveness and continuity coverage when named CSMs are unavailable
This role was created to address a coverage gap for customers below the strategic named-CS threshold who still benefit from guided support. The scaled model complements digital and named coverage by improving retention and customer outcomes across a broader base.
You should combine Customer Success discipline with technical fluency, operational rigor, sound judgment, and the ability to manage a broad portfolio without sacrificing customer experience. Reports to Manager, Customer Success.
