At a Glance
- Tasks: Advocate for enterprise customers, ensuring they maximise value from Entrust Identity solutions.
- Company: Join a globally distributed team at Entrust, a leader in identity solutions.
- Benefits: Competitive salary, hybrid work model, and a focus on diversity and inclusion.
- Other info: Opportunity for travel across EMEA and excellent career growth in a dynamic environment.
- Why this job: Make a real impact by helping businesses achieve their goals with innovative identity solutions.
- Qualifications: 5+ years in Customer Success with strong technical understanding and communication skills.
Join our globally distributed Customer Success team to help medium to large enterprise customers achieve their business objectives and realize maximum value from Entrust Identity solutions.
Key Responsibilities
- Serve as primary advocate for medium to large enterprise customers, ensuring successful adoption, usage, and value realization of Entrust Identity solutions.
- Understand customer goals, define measurable success criteria, and drive initiatives to achieve those outcomes.
- Conduct Quarterly Business Reviews with stakeholders at multiple levels based on account complexity.
- Analyze customer performance metrics, identify trends, and provide actionable recommendations to improve outcomes and reduce fraud and risk.
- Own and act on customer health scores (e.g., Gainsight).
- Develop deep knowledge of the Entrust Identity platform and communicate relevant features and benefits tailored to customer needs.
- Proactively manage adoption challenges and implement repeatable mitigation strategies.
- Collaborate with internal teams (Product, Engineering, Support, Sales, and Legal) to advocate for customer needs and drive continuous improvement.
- Identify opportunities for expansion and partner with Account Executives to drive value‑based growth.
What We’re Looking For
- 5+ years in Customer Success, Sales Engineering, or Technical Account Management managing enterprise accounts with at least $500K/year in revenue.
- Solid technical understanding of APIs, SDKs, software integration, and databases.
- Proficiency with BI tools and CRM platforms such as Salesforce and Gainsight.
- Strong communication skills that adapt to technical and executive audiences and influence stakeholders at all levels.
- Independent problem‑solving ability and initiative for resolving complex issues.
- Proven customer advocacy and influence on product enhancements.
- Empathy, patience, adaptability, and a collaborative mindset.
- Fluent in English and French (additional European languages are a plus).
Preferred Qualifications
- Familiarity with Identity & Access Management (IAM), CIAM, or digital identity verification.
- Experience in fintech, payments, cybersecurity, RegTech, or financial services.
Travel: 10–15% across the EMEA region.
Hybrid: 3 days a week in London office.
EEO Statement
Entrust is an Equal Employment Opportunity/Affirmative Action Employer for all qualified individuals; we also provide accommodations for applicants with disabilities. Entrust values diversity and inclusion and strives to create an inclusive workplace for all employees.
Sr Customer Success Manager EMEA - Entrust Identity in London employer: Entrust Corporation
Entrust is an exceptional employer that prioritises employee growth and development within a dynamic and inclusive work culture. With a hybrid work model based in London, employees benefit from collaborative teamwork while enjoying the flexibility of remote work. The company fosters a strong commitment to diversity and inclusion, ensuring that every team member feels valued and empowered to contribute to meaningful customer success initiatives across the EMEA region.
StudySmarter Expert Advice🤫
We think this is how you could land Sr Customer Success Manager EMEA - Entrust Identity in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Entrust Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Entrust Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sr Customer Success Manager EMEA - Entrust Identity in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Entrust Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Entrust Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Entrust Corporation!
How to prepare for a job interview at Entrust Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
