Senior Customer Success Manager, Scaled Accounts

Role Overview

We are looking for a Senior Customer Success Manager in India to support a pooled, scaled portfolio of smaller customers through a lighter-touch, high-volume Customer Success motion.

What You Will Do

Manage a scaled portfolio of smaller accounts through Customer Success motion, with 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.

Why It Might Be a Fit

This role is a strong fit for someone who combines Customer Success discipline with technical fluency, operational rigor, sound judgment, and the ability to manage a broad portfolio without sacrificing customer experience.

Requirements

• Proven experience in Customer Success, Account Management, Renewals, Professional Services, Solutions Consulting, or another customer-facing SaaS role.
• Minimum 3-6 years of experience in relevant field.
• Bachelor’s or Master’s degree in Computer Science or related field.
• 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 judgment, and comfort working cross-functionally in a fast-moving environment.
• Experience handling escalations, ambiguous customer situations, and commercial or renewal-risk conversations with appropriate judgment.
• Comfort working in a pooled model with shared ownership mechanisms, standard workflows, and high expectations for responsiveness.

Benefits

• Comprehensive healthcare coverage
• Flexible PTO
• Equity RSUs
• Annual performance bonus opportunities
• Retirement account support
• 14+ weeks of paid parental leave
• Career development opportunities
• Company-paid privacy certification exam fees