Senior Customer Success Manager

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The Company:

Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview:

As a Senior Customer Success Manager on the EMEA team, you will play a critical role in ensuring that our medium and large sized customers across the region achieve their goals, maximise the value of their investment in Onfido, and continue to grow their partnership with us.

In this role, you will manage a portfolio of accounts, leading customer implementations and onboarding processes while nurturing strong, lasting client relationships. You will take the time to deeply understand each customer’s unique priorities and challenges, ensuring they effectively utilise our product and realise its full potential.

Senior Customer Success Managers at Onfido combine technical expertise, analytical prowess, and exceptional customer management skills. By analysing customer data and generating actionable insights, you will provide strategic recommendations to help customers enhance their results, streamline onboarding, and reduce fraud and risk.

Responsibilities:

· Manage Customer Accounts: Oversee a portfolio of around 10-15 mid to large size accounts, actively monitoring customer performance metrics to ensure alignment with adoption and usage targets.

· Collaborate with Cross-Functional Teams: Partner closely with our Sales and Product teams to maintain a strong service offering, ensuring that customers receive exceptional value from their Onfido experience.

· Develop Expertise: Gain in-depth product and subject matter knowledge, allowing you to effectively present relevant features and functionality that meet specific customer needs.

· Proactively Address Challenges: Identify potential adoption and service blockers early, deploying proven strategies to overcome them and secure positive outcomes for customers.

· Build Strong Relationships: Foster productive relationships with internal stakeholders and external partners, ensuring seamless collaboration and communication.

· Master Technical Knowledge: Quickly learn, apply, and articulate the technical aspects of the Onfido platform, as well as understand competitor offerings to position our solutions effectively.

· Drive Growth: Identify opportunities to cross-sell additional Onfido products and increase usage. Collaborate with Account Executives to drive customer growth based on tangible value and outcomes.

· Be the Customer\’s Advocate: Work closely with clients to solve challenges, presenting tailored solutions while representing the customer\’s voice internally, particularly in feeding priorities into the Product team for improvements and enhancements.

· Enhance Team Performance: Focus on personal and team development by sharing best practices, contributing to the overall effectiveness and scalability of the team.

Qualifications:

·A minimum of 5 years in Customer Success Management, Client Services, Account Management, Technical Account Management, Implementation, or a similar role, with a proven ability to manage complex and high-value customer relationships.

· Advanced Portfolio Management : Extensive experience managing a Book of Business valued at $4M or more, with a strong track record of exceeding quarterly KPIs related to revenue, usage, and retention rates.

· Commercial and Technical Expertise: Deep understanding of business and technical challenges, particularly within IT development and deployment in the SaaS market, with the ability to influence customer strategies at a senior level.

· Strategic Business Solutions Focus: A forward-thinking approach with a focus on aligning customer success strategies to achieve critical business outcomes, driving long-term value and growth.

· Advanced Stakeholder Management: Demonstrable experience in managing and influencing high-level stakeholders, both within service providers and customer teams, to ensure alignment, success, and sustained partnerships.

· Expert Communication Skills: Exceptional ability to articulate complex information clearly and persuasively to both technical and non-technical audiences. Extensive experience representing the customer\’s voice internally, particularly in collaboration with Product teams on prioritization and demand management.

· Service Delivery Leadership: Proven leadership in overseeing service delivery, including monitoring performance, managing escalations, and proactively resolving challenges to enhance customer satisfaction and retention.

· Data-Driven Decision-Making: Expertise in analyzing complex data sets to generate actionable insights that drive customer success and support strategic decision-making.

· Extensive SaaS Experience: Significant experience working in SaaS environments, with a deep understanding of the industry’s unique challenges and opportunities.

Preferred Qualifications

· Multilingual Proficiency: Proficiency in a second language such as French, Spanish, or German is preferred, with the ability to manage customer relationships across different regions effectively.

About Entrust

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.

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Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.

NO AGENCIES, NO RELOCATION

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Entrust is an EEO/AA/Disabled/Veterans Employer

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

Recruiter:

Neha Rathore

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