Customer Success Manager

Entrust; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology firm in London seeks a Customer Success Manager to ensure successful adoption of identity-centric security solutions for a portfolio of small to medium sized customers. The ideal candidate has 2-3 years of experience in a customer-facing role, focusing on relationship-building and problem-solving in a SaaS environment. This hybrid role involves hands-on engagement with clients and offers numerous benefits including generous annual leave and professional development opportunities.

Benefits

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 employer contribution

Generous paid parental leave

Life enrichment allowance up to £80 per month

Dedicated learning opportunities

Expense up to £300 for workstation setup

Opportunity to join resource groups

Qualifications

• 2-3 years of experience in a customer facing role such as Customer Success, Account Management, or Support, preferably in a SaaS environment.
• Ability to understand and articulate basic technical concepts of a B2B SaaS platform.
• Strong verbal and written communication skills with a focus on building relationships and active listening.

Responsibilities

• Manage a portfolio of small to medium sized customers to ensure successful adoption and value realization.
• Understand customer goals, define measurable success criteria, and drive initiatives.
• Conduct proactive check-ins with customers to monitor usage and identify potential risks.

Skills

Customer Success Management

Technical Acumen

Communication Skills

Problem Solving

Empathy

Job description

Overview

Join us at Entrust. At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely. Get to Know Us. Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. Our secret weapon is our people—the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

About the Team

You'll be joining the team leading Entrust's Identity portfolio, including the solutions formerly known as Onfido (AI-powered digital identity solution). With the completed acquisition, Entrust now provides the industry's most comprehensive portfolio of AI-powered, identity-centric security solutions.

Our technology helps businesses verify real identities using AI and biometrics, ensuring secure remote customer and business onboarding. By assessing government-issued IDs and facial biometrics with innovative dashboards and fraud signals, we provide companies with the assurance they need to operate securely while allowing people to access services quickly and safely.

About the Opportunity

As a Customer Success Manager at Entrust Identity, you will play a pivotal role in our EMEA Customer Success team. Your mission will be to ensure a portfolio of small to medium sized customers, ensuring successful adoption, usage, and value realization of Entrust Identity solutions.

Key Responsibilities

• Customer Success Management: Manage a portfolio of small to medium sized customers, ensuring successful adoption, usage, and value realization of Entrust Identity solutions.
• Outcome-Driven Engagement: Understand customer goals, define measurable success criteria, and drive initiatives to achieve those outcomes.
• Customer Support & Advocacy: Address customer inquiries, troubleshoot issues, and escalate more complex problems to the appropriate internal teams (e.g., Support, Engineering).
• Regular Check-ins: Conduct proactive check-ins with customers to monitor usage, address questions, and identify any potential risks to adoption.
• Data & Insights: Monitor customer health metrics and provide insights to internal teams on common customer challenges.
• Proactive Risk Management: Anticipate adoption challenges and proactively implement strategies to mitigate them.
• Identify Opportunities: Recognize potential opportunities for upselling or cross-selling and hand them off to the relevant sales team members.
• Feedback Loop: Collect and document customer feedback to share with internal teams for product and process improvements.

Qualifications

• Experience: 2-3 years of experience in a customer facing role such as Customer Success, Account Management, or Support, preferably in a SaaS environment.
• Technical Acumen: Ability to understand and articulate basic technical concepts of a B2B SaaS platform.
• Communication Skills: Strong verbal and written communication skills with a focus on building relationships and active listening.
• Problem Solving: A proactive and resourceful approach to solving customer problems and a willingness to learn new skills.
• Soft Skills: High level of empathy, patience, and a collaborative team oriented mindset.

Preferred Qualifications

• Industry Knowledge: Familiarity with identity verification or related industries
• Sector Experience: Experience in a fast-paced, high-growth technology company
• Language Skills: Proficiency in an additional language such as Spanish, French, or German is a plus.

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

#LI-CV

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact?

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.

Apply today!

For more information, visit www.entrust.com. Follow us on LinkedIn, Facebook, Instagram, and YouTube.

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 [e-mail].

Recruiter: Claudia Vernon

[e-mail]

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.