At a Glance
- Tasks: Manage customer accounts and ensure they achieve their goals with our solutions.
- Company: Join a diverse and inclusive team at Entrust, a leader in the SaaS industry.
- Benefits: Enjoy hybrid work, professional growth opportunities, and a collaborative culture.
- Other info: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Make a real impact by helping customers succeed and grow their partnerships.
- Qualifications: 2-3 years in customer success or account management with strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
As a Customer Success Manager for the EMEA team, you are responsible for ensuring small and medium‑size enterprise customers achieve their goals, maximise value from Entrust solutions, and grow their partnership. You manage a portfolio of accounts, lead customer integrations, and maintain strong client relationships. You must deeply understand each customer’s priorities and challenges, ensuring they effectively use our products to realize their full potential.
Responsibilities
- Manage Customer Accounts: Oversee a portfolio of SME accounts, monitor performance metrics, and ensure alignment with adoption and usage targets.
- Own and act on customer health scores (e.g., Gainsight).
- Collaborate with Cross‑Functional Teams: Partner with Sales and Product to maintain a strong service offering and deliver exceptional value.
- Develop Expertise: Build in‑depth product knowledge and present relevant features to meet customer needs.
- Proactively Address Challenges: Identify adoption and service blockers early and deploy strategies to overcome them.
- Build Strong Relationships: Foster productive relationships with internal stakeholders and external partners.
- Master Technical Knowledge: Quickly learn, apply, and articulate technical aspects of the Entrust Identity platform and understand competitor offerings.
- Drive Growth: Identify cross‑sell opportunities and increase usage; collaborate with Account Executives to drive customer growth based on tangible value.
- Advocate for the Customer: Solve challenges, present tailored solutions, and represent customer voice internally to influence product priorities.
- Enhance Team Performance: Share best practices, contribute to scalability, and focus on personal and team development.
Hybrid Work: 3 days per week in the London office.
Qualifications
- 2–3 years in Customer Success Management, Client Services, Account Management, Technical Account Management, Implementation, or a similar role.
- Experience managing a Book of Business valued at $4M+ and exceeding quarterly KPIs related to revenue, usage, and retention.
- Strong commercial and technical understanding, especially within IT development and deployment in the SaaS market.
- Strategic mindset focused on helping customers achieve business outcomes.
- Demonstrable stakeholder management skills with service providers and customer teams.
- Excellent communication: ability to present complex information clearly and concisely.
- Experience advocating for customers internally, working with Product teams on prioritization and demand management.
- Competence in monitoring performance, managing issues, and resolving problems to benefit clients and service providers.
- Strong data analytic skills, able to derive actionable insights.
Nice to Have
- Prior SaaS experience and deep understanding of the industry’s unique challenges.
- Proficiency in a second language such as French, Italian, or German; ability to manage customer relationships across regions.
Benefits
- Hybrid work arrangement with 3 days per week in our London office.
- Extensive professional growth opportunities, flexible working options, and a collaborative culture that values diversity and inclusion.
Equal Opportunity Employer
Entrust is an EEO/AA/Disabled/Veterans Employer. We welcome applications from qualified individuals of all backgrounds and are committed to providing an accessible experience for candidates of all abilities. If you require accommodation, contact accessibility@entrust.com.
Customer Success Manager employer: Entrust Corporation
Entrust is an exceptional employer that prioritises employee growth and development, offering extensive professional opportunities within a collaborative and inclusive culture. With a hybrid work model based in London, employees benefit from flexible working arrangements while engaging with a diverse team dedicated to delivering outstanding customer success. Join us to make a meaningful impact as you help small and medium-sized enterprises maximise their potential with our innovative solutions.
