Manager Customer Success

Location: Bengaluru

We are looking for a Manager, Customer Success, Scaled Accounts in India to lead a high-performing team supporting 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 traditional Customer Success leadership role focused on a smaller number of large, strategic accounts, this manager will lead a more programmatic, high-scale model. The focus is on retention, renewal readiness, operational excellence, portfolio health, team productivity, and coordinated customer support rather than deep executive sponsorship of a limited number of complex enterprise relationships.
This is a strong fit for a leader who combines Customer Success judgment with operating discipline, coaching capability, technical fluency, and the ability to build a repeatable scaled motion that delivers strong customer outcomes at efficient cost.
Why This Role Exists
This role is being created to address a clear coverage gap in International Customer Success. One Trust 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 the key outcomes identified in the India team strategy: 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
Build and lead a scaled Customer Success team in India that delivers consistent, high-quality coverage for smaller accounts through a lighter-touch, repeatable engagement model.
Improve retention and renewal readiness across the assigned book of business by ensuring strong execution, early risk identification, and disciplined customer follow-through.
Create a lower-cost, high-impact coverage layer that strengthens support for APAC and Middle East customers while allowing strategic CSMs to stay focused on larger, more complex accounts.
Establish the operating rhythms, team standards, portfolio segmentation, and success measures needed to run scaled Customer Success effectively.
Act as a continuity and performance leader who can stabilize coverage during transitions, support cross-functional execution, and scale what works.

Key Responsibilities
Team Leadership and Coaching
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.
Scaled Motion Design and Execution
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.
Retention and Renewal Performance
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…