Senior Manager of Customer Success

If you’re passionate about leading teams, driving strategic outcomes, and creating a great customer experience in an exciting and expanding SaaS business with a fantastic culture, this might be the right role for you. In this high-visibility role, you will own the strategic direction, operational excellence, and key business outcomes for a specific region or business segment. This includes developing and executing the global Customer Success strategy, managing a team of individual contributors, and acting as a key voice for customers across the organization. Our team members and customers are highly technical, and solving complex challenges for our customers is a key focus area. This role carries the commercial responsibility of maintaining best-in-class retention, product utilization, and customer growth rates while mentoring and developing the next generation of leaders.

As a Senior Manager you will:

• Lead by example to deliver a quality customer experience by acting as an executive sponsor for a select number of key strategic accounts and managing high-stakes customer escalations.
• Demonstrate strong business acumen and a "company-first" mindset, including the ability to make difficult decisions and have tough conversations with the team, while championing the principle of "agree and commit" on company strategies.
• Positively challenge the status quo and champion new ideas to improve the Customer Success function and the overall customer experience.

8+ years of experience in Customer Success Management, Client Services, or a similar role within a SaaS or technology company. 4+ years of people management experience. Demonstrated ability to drive strategic initiatives and deliver business outcomes at a regional or global level. Exceptional communication and presentation skills, with the ability to articulate complex information and influence executive-level stakeholders. Strong technical aptitude with the ability to rapidly master complex product suites (Identity/Fraud) and articulate value to technical stakeholders. Experience in leading and delivering large-scale, cross-functional projects that have a company-wide impact. Proven track record of hands-on execution. Can-do attitude and a proven ability to operate effectively in an unstructured and changing environment. Possess a customer centric approach and ability to develop working relationships at all levels of management, both inside and outside Entrust.

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.

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 (On Thursday); 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.

Language Skills: Proficiency in an additional language such as Spanish, French, or German is a plus.

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team: Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.