Role Overview

We are looking for a Senior Customer Success Manager (P3) in India to support a scaled portfolio of smaller customers through a lighter-touch, high-volume Customer Success motion. This role is designed to bridge the gap between digital-only coverage and strategic named coverage, with a focus on protecting ARR, improving customer outcomes, and delivering strong in-timezone support across APAC and Middle East customers.

Unlike a strategic CSM managing a smaller number of complex $100K+ accounts, this role will run a lighter, more programmatic motion across a larger book of business. 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.

This is a strong fit for someone who combines Customer Success discipline with technical fluency, strong operational rigour, and the ability to manage a higher-volume portfolio without sacrificing customer experience.

Why This Role Exists

This role is being created to address a clear coverage gap in International Customer Success. OneTrust has identified a meaningful population of customers below the strategic named-CS threshold who still need guided support, especially in the 50–100K ARR band, where a scaled human-touch motion can improve retention and customer outcomes without the cost of full strategic coverage.

The role also supports four outcomes already identified in the India team proposal: higher retention, better APAC and Growth coverage, greater resilience during attrition or handoffs, and sharper focus for strategic CSMs on their highest-complexity accounts.

Your Mission

• Manage a scaled portfolio of smaller accounts through a lighter-touch Customer Success motion, with more accounts than a strategic named CSM and a stronger emphasis on repeatable, programmatic engagement.
• Protect retention by driving renewal readiness, surfacing risk early, and helping customers realize value from their OneTrust investment.
• Provide practical product and adoption guidance for customers who need support but are not viable for a full Premier or strategic CS motion.
• Improve in-timezone responsiveness for APAC and Middle East customers and help strengthen customer experience in those regions.
• Act as a flexible coverage layer that can also help preserve continuity when strategic coverage is disrupted by attrition, transitions, or backfill gaps.

Key Responsibilities

Scaled Portfolio Management

• Own a portfolio of smaller accounts across APAC, Middle East, and other assigned segments using a lighter-touch, scalable engagement model.
• Deliver structured, repeatable customer motions such as success planning lite, adoption check-ins, renewal-readiness touchpoints, and proactive risk reviews.
• Prioritize efficiently across a larger volume of accounts and balance breadth of coverage with quality of execution.

Customer Value and Adoption

• Help customers progress toward their intended outcomes by driving adoption, use-case expansion within scope, and practical platform guidance.
• Translate customer questions and blockers into clear next steps, using a calm, customer-first, outcome-oriented approach.
• Reinforce value realization in a simple, scalable way rather than through heavy strategic consulting motions.

Renewal Readiness and Risk Management

• Monitor portfolio health and identify churn risk early.
• Run lightweight renewal-readiness motions and partner with Sales, Renewals, ECS, and Support where intervention is needed.
• Maintain clear customer notes, next steps, risks, and engagement history in systems of record.

Product Guidance and Cross-Functional Coordination

• Provide practical product guidance and partner enablement support for customers who need targeted help navigating the platform.
• Partner cross-functionally with Support, Product, Professional Services, CSAs, and Renewals to route issues, remove blockers, and improve customer outcomes.
• Surface recurring themes, friction points, and customer signals that can improve playbooks and scaled motions.

Continuity and Coverage Flexibility

• Step in as a continuity layer when strategic coverage is disrupted, helping maintain customer momentum during handoffs and backfills.
• Support the wider Customer Success organization by taking on a motion designed to free strategic CSMs to remain focused on complex, high-value customer work.

Success Measures

Success in this role will be measured through a combination of customer outcomes, operational excellence, and execution quality, including:

• Renewal rate and retained ARR across the assigned portfolio.
• Quality and consistency of renewal-readiness and risk management execution.
• Response time, backlog management, and customer follow-through in a scaled motion.
• Strength of CRM and Gainsight hygiene, account planning discipline, and signal capture.
• Ability to manage a higher-volume portfolio while still delivering clear customer value and a strong customer experience.

Experience and Skills Required

• Proven experience in Customer Success, Account Management, Renewals, Professional Services, Support Engineering, Solutions Consulting, or another customer-facing SaaS role.
• Ability to manage multiple customer engagements at once and operate effectively in a higher-volume environment.
• Strong communication skills with the ability to simplify complex concepts and guide customers clearly and confidently.
• Good technical fluency and the ability to support customers with product guidance, platform adoption, and use-case problem solving.
• Strong operational discipline, prioritization, and follow-through.
• Customer-first mindset, sound judgement, and comfort working cross-functionally in a fast-moving environment.

Preferred Background

• Experience with OneTrust products or with comparable privacy, GRC, data governance, consent, or compliance platforms.
• Experience supporting SMB, mid-market, or scaled commercial portfolios rather than only highly strategic enterprise accounts.
• Experience serving customers across APAC, Middle East, or other international markets.
• Comfort operating in a lighter-touch CS motion that is structured, repeatable, and commercially disciplined.

What Makes This Role Different

This is not a traditional strategic CSM role. It is a scaled P3 role for a strong operator who can run a broader book, deliver value through lighter-touch motions, and combine customer empathy with efficiency, technical confidence, and disciplined execution. The role is designed to extend quality coverage to customers who matter commercially but do not require the depth of a strategic $100K+ named-CSM model.