Customer Success Manager

Position Overview

As a Customer Success Manager for the EMEA team, you are responsible for ensuring small and medium size enterprise customers achieve their goals, maximise value from Entrust solutions, and grow their partnership. You manage a portfolio of accounts, lead customer integrations, and maintain strong client relationships. You must deeply understand each customer's priorities and challenges, ensuring they effectively use our products to realize their full potential.

Responsibilities

• Manage Customer Accounts: Oversee a portfolio of SME accounts, monitor performance metrics, and ensure alignment with adoption and usage targets.
• Own and act on customer health scores (e.g., Gainsight).
• Collaborate with Cross Functional Teams: Partner with Sales and Product to maintain a strong service offering and deliver exceptional value.
• Develop Expertise: Build in depth product knowledge and present relevant features to meet customer needs.
• Proactively Address Challenges: Identify adoption and service blockers early and deploy strategies to overcome them.
• Build Strong Relationships: Foster productive relationships with internal stakeholders and external partners.
• Master Technical Knowledge: Quickly learn, apply, and articulate technical aspects of the Entrust Identity platform and understand competitor offerings.
• Drive Growth: Identify cross sell opportunities and increase usage; collaborate with Account Executives to drive customer growth based on tangible value.
• Advocate for the Customer: Solve challenges, present tailored solutions, and represent customer voice internally to influence product priorities.
• Enhance Team Performance: Share best practices, contribute to scalability, and focus on personal and team development.
• Hybrid Work: 3 days per week in the London office.

Qualifications

• 2-3 years in Customer Success Management, Client Services, Account Management, Technical Account Management, Implementation, or a similar role.
• Experience managing a Book of Business valued at $4M+ and exceeding quarterly KPIs related to revenue, usage, and retention.
• Strong commercial and technical understanding, especially within IT development and deployment in the SaaS market.
• Strategic mindset focused on helping customers achieve business outcomes.
• Demonstrable stakeholder management skills with service providers and customer teams.
• Excellent communication: ability to present complex information clearly and concisely.
• Experience advocating for customers internally, working with Product teams on prioritization and demand management.
• Competence in monitoring performance, managing issues, and resolving problems to benefit clients and service providers.
• Strong data analytic skills, able to derive actionable insights.

Nice to Have

• Prior SaaS experience and deep understanding of the industry's unique challenges.
• Proficiency in a second language such as French, Italian, or German; ability to manage customer relationships across regions.

Benefits

Hybrid work arrangement with 3 days per week in our London office. Extensive professional growth opportunities, flexible working options, and a collaborative culture that values diversity and inclusion.

Equal Opportunity Employer

Entrust is an EEO/AA/Disabled/Veterans Employer. We welcome applications from qualified individuals of all backgrounds and are committed to providing an accessible experience for candidates of all abilities. If you require accommodation, contact .