Manager, Customer Success Scaled Accounts

OneTrust is a company focused on enabling innovation through responsible data use. They are seeking a Manager for Customer Success, Scaled Accounts to lead a high-performing team that supports a portfolio of smaller customers, ensuring strong execution and customer outcomes through a structured engagement model.

Responsibilities:

• Lead, coach, and develop a team of scaled CSMs supporting a larger-volume portfolio of smaller customers
• Set clear performance expectations around retention, renewal readiness, customer engagement quality, operational hygiene, and portfolio management
• Provide regular coaching on customer communication, prioritization, risk management, product guidance, and account execution
• Support hiring, onboarding, ramping, and career development for the India-based scaled CS team
• Build and run a structured, repeatable Customer Success motion for smaller accounts, including engagement cadences, success planning lite, adoption check-ins, renewal-readiness touchpoints, and proactive risk reviews
• Define how the team segments accounts, prioritizes effort, and balances breadth of coverage with quality of execution
• Ensure the team delivers value in a scalable way rather than replicating a strategic named-account model
• Continuously refine playbooks, workflows, and intervention triggers to improve efficiency and outcomes
• Own renewal performance and retained ARR outcomes across the scaled team’s portfolio in partnership with Sales, Renewals, ECS, and Support
• Ensure the team identifies churn risk early, drives mitigation plans, and improves readiness ahead of renewal events
• Track portfolio health trends and turn signals into clear actions, escalation paths, and performance improvements
• Use data to focus the team on the accounts and motions that create the greatest retention impact
• Improve in-timezone responsiveness and customer experience for APAC, Middle East, and other assigned regions
• Ensure smaller customers receive the right level of guidance, follow-up, and product support without unnecessary complexity
• Build a team culture that combines customer empathy with efficiency, clarity, and accountability
• Partner closely with Support, Product, Professional Services, CSAs, Sales, Renewals, and regional CS leaders to improve customer outcomes and reduce execution friction
• Create strong handoff and escalation processes between scaled coverage and strategic coverage
• Surface recurring product, process, and customer experience themes that should inform broader Customer Success strategy
• Act as a key stakeholder in designing how scaled Customer Success complements digital and named models
• Manage team capacity, portfolio allocation, coverage continuity, and productivity across a high-volume book of business
• Maintain strong CRM and Gainsight hygiene, reporting discipline, and inspection rhythms
• Help create resilience in the operating model during attrition, parental leaves, backfills, or organizational transitions
• Report on business performance with clear metrics and recommendations for leadership

Requirements:

• Proven experience leading Customer Success, Account Management, Renewals, Professional Services, Solutions Consulting, or another customer-facing SaaS team
• Prior people-management experience, including coaching, performance management, and team development
• Strong understanding of scaled or commercial Customer Success models, including how to run high-volume portfolios effectively
• Strong communication skills with the ability to simplify complexity, align stakeholders, and lead through clarity
• Good technical fluency and the ability to guide teams supporting product adoption, customer questions, and use-case problem solving
• Strong operational discipline, analytical thinking, prioritization, and execution rigor
• Customer-first mindset, sound judgment, and comfort working cross-functionally in a fast-moving environment
• Ability to balance strategic thinking with hands-on operating leadership
• Experience with OneTrust products or with comparable privacy, GRC, data governance, consent, or compliance platforms
• Experience leading SMB, mid-market, commercial, or scaled Customer Success teams rather than only strategic enterprise coverage
• Experience supporting customers across APAC, Middle East, or other international markets
• Experience building or improving playbooks, operating cadences, and portfolio-management frameworks for scaled teams
• Comfort operating in a lighter-touch CS motion that is structured, repeatable, and commercially disciplined