Career Growth, Flexibility and Collaboration!

Entrust is dedicated to keeping the world moving safely by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

We’re looking for a technically minded and ynamic Customer Success Manager to grow, nurture and retain our accounts.

You will manage a portfolio of accounts and be responsible for customer implementations /onboarding customers, maintaining excellent relationships with client-side senior managers, and you'll deeply understand their priorities and problems.

In doing so you’ll help maximise partnership and revenue opportunities for Onfido. Ensuring our customers have the very best Onfido experience includes driving adoption and usage, unblocking issues, running QBRs, and reviewing the customer’s deployment to optimize performance.

As a Senior Customer Success Manager at Onfido you will:

• Manage your existing Book of Business (ongoing usage revenue, renewals, working with the AE on up/cross sales)

• Work side-by-side with our Account Executive and Product teams to retain a strong service offering and deliver the best Onfido experience possible to our customers

• Client onboarding and take up of the Onfido service working alongside Client and Onfido representatives

• Solve client challenges by working in partnership with clients and presenting solutions. Be the voice of the customer internally, including feeding customer priorities in to the Product team (issues and enhancements)

• Focus on personal and team development to improve team performance to enable us to scale more effectively (best practice sharing)

We’re looking for a Customer Success Manager who has a combination of:

• 2+ years experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similar

• Experience of managing a Book of Business value $1M to $3M, along with quarterly KPIs such as revenue usage and retention rates

• Good commercial business and technical acumen understanding client challenges with IT development and deployment, especially in the SaaS market

• A Business solutions focus, with emphasis on helping customers meet business outcomes

• Demonstrable Stakeholder Management skills, both within service providers and customer teams

• The ability to communicate and present complex information concisely with sound reasoning and strong attention to detail. Used to being the voice of the customer internally, including experience of partnering with Product teams, dealing with prioritisation and demand management problems

• Service delivery skills, being comfortable monitoring performance and dealing with issue management, resolving problems that help the client and the service provider

• Evidence of good data analytical skills

• Experience working in SaaS environments preferred

• Second Language French, Spanish or German preferred

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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 accessibility@entrust.com .

Recruiter:

James Beck

James.Beck@entrust.com

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.