Senior Customer Success Manager

Join us at Entrust. At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

As a Senior Customer Success Manager at Entrust Identity, you will play a pivotal role in our EMEA Customer Success team. Your mission is to ensure our largest customers achieve their business objectives, realise maximum value from their investment in Entrust, and continue to develop their partnership with us. You will be part of a global Customer organisation uniquely positioned to guide enterprises through digital transformation by delivering best practices and deep expertise in identity verification solutions.

Key Responsibilities:

• Customer Success Ownership: Serve as the primary advocate for strategic customers, ensuring successful adoption, usage, and value realisation of Entrust Identity solutions.
• Outcome-Driven Engagement: Understand customer goals, define measurable success criteria, and drive initiatives to achieve those outcomes.
• Executive Business Reviews: Lead strategic discussions with customer stakeholders, aligning on technical, commercial, and strategic priorities.
• Data-Driven Insights: Analyse customer performance metrics, identify trends, and provide actionable recommendations to improve outcomes and reduce fraud and risk.
• Product Expertise: Develop deep knowledge of Entrust Identity platform and effectively communicate relevant features and benefits tailored to customer needs.
• Proactive Risk Management: Anticipate adoption challenges and proactively implement repeatable strategies to mitigate them.
• Cross-Functional Collaboration: Partner with internal teams including Product, Engineering, Support, Sales and Legal to advocate for customer needs and drive continuous improvement.
• Growth Enablement: Identify opportunities for expansion and collaborate with Account Executives to drive value-based growth.

Qualifications:

• Experience: 8+ years in Customer Success, Sales Engineering, or Technical Account Management, managing enterprise accounts up to and exceeding $1M/year in revenue.
• Technical Acumen: Practical experience with at least one programming or scripting language (e.g., Python, JavaScript, SQL) and a solid understanding of RESTful APIs.
• Analytical Mindset: Proficiency in using BI tools and CRM platforms (e.g., Salesforce, Gainsight) to manage customer health and performance.
• Communication Skills: Ability to tailor communication across technical and executive audiences, influencing stakeholders at all levels.
• Problem Solving: Strong initiative and autonomy in resolving complex issues without constant reliance on technical support.
• Customer Advocacy: Proven ability to represent customer needs internally and drive product enhancements.
• Soft Skills: Empathy, patience, adaptability, and a collaborative mindset are essential.

Preferred Qualifications:

• Industry Knowledge: Familiarity with Identity & Access Management (IAM), CIAM, or digital identity verification.
• Sector Experience: Background in fintech, payments, cybersecurity, RegTech, or financial services.
• Language Skills: Proficiency in an additional language such as Spanish, French, or German is a plus.

Benefits (UK):

• 25 days annual leave plus a day off for your Birthday.
• Two paid volunteering days per year.
• Bupa Private Medical and Dental Insurance.
• Pension with The People’s Pension (employer contribution 4% of base salary).
• Generous paid parental leave.
• Life enrichment allowance of up to £80 per month to use for services including gym, yoga, fitness classes, massages, childcare, and therapy.
• Dedicated learning opportunities including using tools like LinkedIn Learning with availability to use learning resources such as books, coaches, conferences, courses, podcasts, and more.
• Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup; holding quarterly team socials, and other company-wide social events.
• Expense up to £300 (or local equivalent) to purchase workstation setup equipment.
• The opportunity to become a member of Entrust’s resource groups in order to learn different skills in our belonging groups.

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.