Senior Manager of Customer Success

If you're passionate about leading teams, driving strategic outcomes, and creating a great customer experience in an exciting and expanding SaaS business with a fantastic culture, this might be the right role for you.In this high-visibility role, you will own the strategic direction, operational excellence, and key business outcomes for a specific region or business segment. This includes developing and executing the global Customer Success strategy, managing a team of individual contributors, and acting as a key voice for customers across the organization. Our team members and customers are highly technical, and solving complex challenges for our customers is a key focus area. This role carries the commercial responsibility of maintaining best-in-class retention, product utilization, and customer growth rates while mentoring and developing the next generation of leaders. As a Senior Manager you will: Lead by example to deliver a quality customer experience by acting as an executive sponsor for a select number of key strategic accounts and managing high-stakes customer escalations. Demonstrate strong business acumen and a "company-first" mindset, including the ability to make difficult decisions and have tough conversations with the team, while championing the principle of "agree and commit" on company strategies.Positively challenge the status quo and champion new ideas to improve the Customer Success function and the overall customer experience.8+ years of experience in Customer Success Management, Client Services, or a similar role within a SaaS or technology company. 4+ years of people management experience Demonstrated ability to drive strategic initiatives and deliver business outcomes at a regional or global level Exceptional communication and presentation skills, with the ability to articulate complex information and influence executive-level stakeholders Strong technical aptitude with the ability to rapidly master complex product suites (Identity/Fraud) and articulate value to technical stakeholders Experience in leading and delivering large-scale, cross-functional projects that have a company-wide impact. Proven track record of hands-on execution. Can-do attitude and a proven ability to operate effectively in an unstructured and changing environment.Possess a customer centric approach and ability to develop working relationships at all levels of management, both inside and outside Entrust 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. 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 People's 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 Entrust's resource groups in order to learn different skills in our belonging groups Language Skills : Proficiency in an additional language such as Spanish, French, or German is a plusAt Entrust, we don't just offer jobs - we offer career journeys. Here is what you can expect when you join our team:Flexibility: Life is all about balance. Whether you're remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.