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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 a small number of complex $100K+ accounts, this position operates a programmatic model across a larger book of business. The focus is on scalable value delivery, adoption management, renewal readiness, risk identification, customer triage, and coordinated support rather than deep executive engagement or highly customized strategic plans.
Key responsibilities include managing a pooled portfolio of accounts using a lighter-touch, scalable engagement model; prioritizing efficiently across high-volume accounts while maintaining quality execution; helping customers navigate digital resources, training, webinars, and knowledge base content post-implementation; delivering practical support around operational readiness; running one-to-many scaled programs such as customer webinars, live Q&A sessions, and product roadmap briefings; using health scores and usage indicators to identify adoption risks; and owning escalations, growth accounts, and cross-functional coordination on higher-risk customers.
The role strengthens regional responsiveness and provides continuity when named coverage is disrupted. This is an ideal fit for someone combining Customer Success discipline with technical fluency, operational rigor, sound judgment, and the ability to manage a broad portfolio without sacrificing customer experience. The position reports to the Manager, Customer Success and is based in India, providing critical in-timezone coverage for international customers.
