Sr Customer Success Manager EMEA - Entrust Identity

Senior Customer Success Manager, EMEA - Entrust Identity.

Join our globally distributed Customer Success team to help medium to large enterprise customers achieve their business objectives and realize maximum value from Entrust Identity solutions.

Key Responsibilities

• Serve as primary advocate for medium to large enterprise customers, ensuring successful adoption, usage, and value realization of Entrust Identity solutions.
• Understand customer goals, define measurable success criteria, and drive initiatives to achieve those outcomes.
• Conduct Quarterly Business Reviews with stakeholders at multiple levels based on account complexity.
• Analyze customer performance metrics, identify trends, and provide actionable recommendations to improve outcomes and reduce fraud and risk.
• Own and act on customer health scores (e.g., Gainsight).
• Develop deep knowledge of the Entrust Identity platform and communicate relevant features and benefits tailored to customer needs.
• Proactively manage adoption challenges and implement repeatable mitigation strategies.
• Collaborate with internal teams (Product, Engineering, Support, Sales, and Legal) to advocate for customer needs and drive continuous improvement.
• Identify opportunities for expansion and partner with Account Executives to drive value based growth.

What We're Looking For

• 5+ years in Customer Success, Sales Engineering, or Technical Account Management managing enterprise accounts with at least $500K/year in revenue.
• Solid technical understanding of APIs, SDKs, software integration, and databases.
• Proficiency with BI tools and CRM platforms such as Salesforce and Gainsight.
• Strong communication skills that adapt to technical and executive audiences and influence stakeholders at all levels.
• Independent problem solving ability and initiative for resolving complex issues.
• Proven customer advocacy and influence on product enhancements.
• Empathy, patience, adaptability, and a collaborative mindset.
• Fluent in English and French (additional European languages are a plus).

Preferred Qualifications

• Familiarity with Identity & Access Management (IAM), CIAM, or digital identity verification.
• Experience in fintech, payments, cybersecurity, RegTech, or financial services.

Travel: 10-15% across the EMEA region. Hybrid: 3 days a week in London office.

EEO Statement

Entrust is an Equal Employment Opportunity/Affirmative Action Employer for all qualified individuals; we also provide accommodations for applicants with disabilities. Entrust values diversity and inclusion and strives to create an inclusive workplace for all employees.