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Senior Customer Success Manager page is loaded

Apply remote type Hybrid or Remote Eligible locations United Kingdom - London (Onfido) time type Full time posted on Posted 5 Days Ago job requisition id R003668

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. But our secret weapon? Our people. It’s 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). Wi th 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 S enior 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 our largest customers successfully adopt our solutions, realize the full value of their investment, and build a strong partnership with Entrust. You will guide customers through their digital transformation journey by delivering best practices and expertise in identity verification solutions

You will be part of a global Customer organisation uniquely positioned to guide enterprises through digital transformation by delivering best practices and deep expertise in identity verification solutions.

Key Responsibilities:

• Customer Success Management : Serve as the primary point of contact for a portfolio of 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.

• Relationship Management: Build and maintain strong relationships with key customer stakeholders , leading discussions to align on technical and commercial priorities.

• Data-Driven Insights : Analyse customer performance metrics, identify trends, and provide actionable recommendations to improve outcomes and reduce fraud and risk.

• Product Expertise : Develop deep knowledge of Entrust Identity platform and effectively communicate relevant features and benefits tailored to customer needs.

• Proactive Risk Management : Anticipate adoption challenges and proactively implement repeatable strategies to mitigate them.

• Cross-Functional Collaboration : Partner with internal teams including Product, Engineering, Support, Sales and Legal to advocate for customer needs and drive continuous improvement.

• Growth Enablement : Identify opportunities for expansion and collaborate with Account Executives to drive value-based growth.

Qualifications:

• Experience : 4-6 years in Customer Success, Sales Engineering, or Technical Account Management, managing a portfolio of B2B SaaS accounts

• Technical Acumen : Experience with RESTful APIs and a solid understanding of how to communicate technical concepts to both technical and non-technical audiences

• Analytical Mindset : Proficiency in using BI tools and CRM platforms (e.g., Salesforce, Gainsight) to manage customer health and performance.

• Communication Skills : Strong ability to tailor communication to different audiences and influence stakeholders at various levels .

• Problem Solving : Strong initiative in resolving customer issues and the ability to work autonomously

• Customer Advocacy : Proven ability to represent customer needs internally and drive product enhancements.

• Soft Skills : Empathy, patience, adaptability, and a collaborative mindset are essential.

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.

• 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 t o 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 c an 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 accessibility@entrust.com .

Recruiter:

Claudia Vernon Claudia.Vernon@entrust.com