Description:
Join Entrust, a global leader in identity-centric security solutions, as a Senior Customer Success Manager in the EMEA region. This role is crucial in ensuring that medium and large-sized customers achieve their goals, maximize their investment in Onfido, and continue to expand their partnership with Entrust.
You will manage a portfolio of accounts, lead customer implementations, and build strong, long-lasting relationships, ensuring that customers effectively utilize Entrust’s solutions for security, fraud prevention, and digital transformation.
Key Responsibilities:
- Account Management: Oversee a portfolio of 10-15 mid to large-size accounts, monitoring customer performance metrics to ensure adoption and usage targets are met.
- Cross-Functional Collaboration: Work closely with Sales and Product teams to enhance the customer experience and provide valuable insights for product improvement.
- Technical & Strategic Guidance: Develop deep product knowledge to effectively present features and provide solutions tailored to customer needs.
- Problem Solving & Risk Mitigation: Identify potential adoption challenges early, deploying strategic solutions to ensure a positive customer experience.
- Customer Relationship Management: Build and maintain strong partnerships with clients, acting as their advocate within Entrust.
- Technical Expertise: Master the Onfido platform, understanding competitor offerings to position Entrust effectively in the market.
- Growth & Upselling: Identify opportunities for cross-selling additional Entrust solutions and increasing product usage in collaboration with Account Executives.
- Customer Advocacy: Represent the customer’s voice internally, working closely with the Product team to drive enhancements and improvements.
- Team Collaboration & Best Practices: Share insights, contribute to team effectiveness, and help scale customer success operations.
Requirements:
- Minimum 5 years of experience in Customer Success, Client Services, Account Management, or Technical Account Management, preferably in SaaS.
- Proven ability to manage a Book of Business valued at $4M+, exceeding revenue, retention, and usage KPIs.
- Strong commercial and technical acumen, particularly within IT development and SaaS deployment.
- Strategic mindset with a focus on aligning customer success strategies with business objectives.
- Exceptional stakeholder management skills, with experience influencing high-level decision-makers.
- Excellent communication and presentation skills, with the ability to simplify complex information for both technical and non-technical audiences.
- Strong leadership in service delivery, performance monitoring, and proactive issue resolution.
- Data-driven approach, leveraging analytics to enhance customer engagement and drive retention.
- SaaS industry experience is essential.
Preferred Qualifications:
- Multilingual proficiency in French, Spanish, or German is an advantage for managing regional accounts.
Benefits:
- 25 days annual leave plus 1 additional day for birthdays.
- Two paid volunteering days per year.
- Private Medical & Dental Insurance (extended to 2 children).
- Life Assurance (3x annual base salary).
- Generous parental leave.
- Life enrichment allowance (up to £95/month for wellness services like gym, yoga, childcare, therapy, and massages).
- Expense reimbursement up to £350 for workstation setup.
Diversity & Inclusion:
Entrust values diversity and inclusion, offering global affinity groups, unconscious bias training, and flexible work arrangements. The company is an EEO/AA/Disabled/Veterans Employer committed to building a diverse workforce.