Senior Manager of Customer Success in London

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.

You'll be joining the team leading Entrust's Identity portfolio, including the solutions formerly known as Onfido (AI‐powered digital identity solution). With the completed acquisition, Entrust now provides the industry's most comprehensive portfolio of AI‐powered, identity‐centric security solutions.

Our technology helps businesses verify real identities using AI and biometrics, ensuring secure remote customer and business onboarding. By assessing government‐issued IDs and facial biometrics with innovative dashboards and fraud signals, we provide companies with the assurance they need to operate securely while allowing people to access services quickly and safely.

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:

• Provide strategic leadership and direction to a high‐performing team of Customer Success Managers to ensure that business objectives, KPIs, and team targets are met and exceeded.
• Mentor and develop team leaders and high‐potential individuals, fostering a culture of collaboration, continuous learning, and professional growth.
• Act as a trusted partner to the Head of Customer Success, demonstrating autonomy and a proactive approach by providing timely customer and team insights to inform strategic decision‐making.
• 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.
• Drive strategic alignment and act as a key liaison across Product, Sales, Marketing, and Executive Leadership to advocate for customer needs and influence the company‐wide strategy.
• Track, analyze, and communicate key metrics and business trends to senior leadership, providing strategic insights and actionable recommendations to achieve global Customer Success objectives.
• 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.
• Architect and lead large‐scale, cross‐functional initiatives to drive operational efficiency and scalability, with a strong focus on process optimization and automation.
• Positively challenge the status quo and champion new ideas to improve the Customer Success function and the overall customer experience.
• Lead change management initiatives related to new processes, tools, or strategies, ensuring smooth adoption and team buy‐in.

What we are looking for:

• 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.
• A strong business solutions focus, with an emphasis on helping customers meet and exceed their business outcomes.
• 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.
• Thrives in a multitasking environment and can adjust priorities on the fly.

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.

Please note this is a hybrid role with 3 days a week in our London office.

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 (OnThursday); 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.

At Entrust, we don't just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: Whether you're a budding developer or a seasoned expert, we're invested in your professional journey. With learning‐forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you're remote, hybrid, or on‐site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn't stop there. At Entrust, we're passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we're creating a community where everyone is encouraged to be themselves.

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. Apply today!

For more information, visit www.entrust.com. Follow us on LinkedIn, Facebook, Instagram, and YouTube.