Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
Join us at Entrust
At Entrust were 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.
Get to Know Us
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. Its the curiosity dedication and innovation that drive our success and help us anticipate the future.
About the Team
Youll be joining the team leading Entrusts Identity portfolio including the solutions formerly known as Onfido (AI-powered digital identity solution). With the completed acquisition Entrust now provides the industrys 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.
About the Opportunity
As a Senior Customer Success Manager at Entrust Identity you will play a pivotal role in our EMEA Customer Success team. Your mission will be to ensure a portfolio of our largest customers successfully adopt our solutions realize the full value of their investment and build a strong partnership with Entrust. You will guide customers through their digital transformation journey by delivering best practices and expertise in identity verification solutions
You will be part of a global Customer organisation uniquely positioned to guide enterprises through digital transformation by delivering best practices and deep expertise in identity verification solutions.
Key Responsibilities:
Customer Success Management: Serve as the primary point of contact for a portfolio of customers ensuring successful adoption usage and value realization of Entrust Identity solutions.
Outcome-Driven Engagement: Understand customer goals define measurable success criteria and drive initiatives to achieve those outcomes.
Relationship Management: Build and maintain strong relationships with key customer stakeholders leading discussions to align on technical and commercial priorities.
Data-Driven Insights: Analyse customer performance metrics identify trends and provide actionable recommendations to improve outcomes and reduce fraud and risk.
Product Expertise: Develop deep knowledge of Entrust Identity platform and effectively communicate relevant features and benefits tailored to customer needs.
Proactive Risk Management: Anticipate adoption challenges and proactively implement repeatable strategies to mitigate them.
Cross-Functional Collaboration: Partner with internal teams including Product Engineering Support Sales and Legal to advocate for customer needs and drive continuous improvement.
Growth Enablement: Identify opportunities for expansion and collaborate with Account Executives to drive value-based growth.
Qualifications:
Experience: 4-6years in Customer Success Sales Engineering or Technical Account Management managing a portfolio of B2B SaaS accounts
Technical Acumen: Experience with RESTful APIs and a solid understanding of how to communicate technical concepts to both technical and non-technical audiences
Analytical Mindset: Proficiency in using BI tools and CRM platforms (e.g. Salesforce Gainsight) to manage customer health and performance.
Communication Skills: Strong ability to tailor communication to different audiences and influence stakeholders at various levels.
Problem Solving: Strong initiative in resolving customer issues and the ability to work autonomously
Customer Advocacy: Proven ability to represent customer needs internally and drive product enhancements.
Soft Skills: Empathy patience adaptability and a collaborative mindset are essential.
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 Peoples 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 Entrusts resource groups in order to learn different skills in our belonging groups
#LI-CV
At Entrust we dont just offer jobs we offer career journeys. Here is what you can expect when you join our team:
Career Growth: Whether youre a budding developer or a seasoned expert were invested in your professional journey. With learning-forward initiatives and exciting challenges your growth is our priority.
Flexibility: Life is all about balance. Whether youre 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 identitiesbut it doesnt stop there. At Entrust were 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 were creating a community where everyone is encouraged to be themselves.
Ready to Make an Impact
If youre 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. Lets build a more secure worldtogether.
Apply today!
For more information visit . Follow us on LinkedIn Facebook Instagram and YouTube
For US roles or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles or where applicable:
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.
If you require an accommodation contact .
Recruiter:
Claudia VernonRequired Experience:
Manager
Employment Type
Full-Time
