Customer Success Manager

Position Overview:   

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

In this role, you will manage a portfolio of accounts, leading customer integrations 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.

Customer Success Managers at Entrust 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 small and medium-sized accounts, actively monitoring customer performance metrics to ensure alignment with adoption and usage targets. Own and act on customer health scores (e.g. Gainsight)

• 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 Entrust 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 Entrust Identity platform, as well as understand competitor offerings to position our solutions effectively.

• Drive Growth: Identify opportunities to cross-sell additional Entrust 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: 

• 2 to 3 years in Customer Success Management, Client Services, Account Management, Technical Account Management, Implementation, or a similar role.

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

• Commercial and Technical Expertise: Strong understanding of business and technical challenges, particularly within IT development and deployment in the SaaS market.

• Business Solutions Focus: A strategic mindset with an emphasis on helping customers achieve their business outcomes.

• Stakeholder Management: Demonstrable skills in managing relationships with both service providers and customer teams, ensuring alignment and success.

• Communication Skills: Ability to present complex information clearly and concisely, with a focus on sound reasoning and attention to detail. Experience being the customer’s advocate internally, including working with Product teams on prioritization and demand management.

• Service Delivery: Competence in monitoring performance, managing issues, and resolving problems to benefit both the client and service provider.

• Data Analytics: Strong data analytical skills, with the ability to derive insights that drive customer success.

Nice to have:

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

• Multilingual Proficiency: Proficiency in a second language such as French, Italian, or German will be an added advantage, with the ability to manage customer relationships across different regions effectively.

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

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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 [email protected].

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