Senior Customer Success Manager, Scales Accounts

About this role

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Skills you'll use

What you'll do

• Scaled Portfolio Management
• Own a pooled portfolio of smaller accounts across APAC, Middle East, EMEA, and other assigned segments using a lighter-touch, scalable engagement model.
• Prioritize efficiently across a larger volume of accounts and balance breadth of coverage with quality of execution.
• Support a team model designed to cover a broad customer base
• Operational Readiness and Customer Guidance
• Help customers navigate available digital resources, training, webinars, community channels, knowledge base content, and product guidance so they can be more successful post-implementation.
• Deliver practical human support around operational readiness, including directing customers to the right resources and helping them understand how to work effectively with OneTrust after go-live.
• Reinforce a lighter-touch, scaled motion by helping customers access the right self-service and guided resources instead of defaulting to heavy custom engagement.
• Run one-to-many scaled programs such as customer webinars, live Q&A sessions, product roadmap briefings, and customer community engagements to educate customers at scale and increase adoption across the portfolio.
• Adoption Management

Who can apply

• 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.

Perks & benefits

About OneTrust

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