Customer Solution Manager

Entrust Corporation; Field (NM); On-site; USD 132,183 - 193,868; Full time

Benefits offered by this job

Health and well-being programs

401(k) matching

Life and disability insurance

Mental health coaching

Virtual fitness programs

Paid time off

12 paid holidays

Parental leave

Education reimbursement

Job summary

Entrust Corporation is seeking a Customer Solutions Manager to drive value realization for strategic customers. You will own success plans, monitor health, and lead cross-functional enablement across Entrust solutions.

Ideal candidates have 5+ years in customer success or related roles, strong stakeholder influence, and experience with Gainsight and Salesforce. Travel up to 20% is expected; health and security programs are a plus.

Qualifications

• 5+ years in customer success or related roles.
• Ability to influence senior stakeholders in a matrix environment.
• Strong analytical and operational discipline.
• Experience partnering with Sales, Product, Support, and Services.
• Willingness to travel up to 10–20%. (remote role)

Responsibilities

• Own and execute Customer Success Plans to align objectives with Entrust capabilities and define measurable outcomes.
• Monitor and improve customer health using engagement signals and product usage with monthly cadence.
• Mitigate risks via cross-functional action plans across Sales, Support, Product, Engineering, and Services.
• Lead adoption and enablement to accelerate CSP adoption and platform utilization.
• Identify adoption-led growth opportunities with Sales and support renewal readiness.
• Gather strategic feedback and ensure closed-loop reporting through Support and Jira.
• Build advocacy programs and support executive sponsorship engagements.

Skills

Customer Success

Stakeholder Influence

Cross-functional Collaboration

Analytical Thinking

Matrix Environment

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Job description

Position Overview

The Customer Solutions Manager (CSM) is a strategic, post‑sale professional responsible for accelerating customer value realization, adoption, and long‑term partnership outcomes across a select portfolio of Entrust’s most strategic and engaged customers.

Key Responsibilities

• Own and execute Customer Success Plans as living documents in Gainsight, aligning customer objectives with Entrust capabilities and defining measurable success outcomes.
• Monitor and improve customer health proactively using engagement signals, product usage, and operational insights, maintaining a monthly engagement cadence for priority accounts.
• Identify and mitigate customer risks, orchestrating cross‑functional action plans across Sales, Support, Product, Engineering, and Services.
• Lead adoption and enablement across Entrust solutions, with a focus on accelerating CSP adoption and ensuring customers understand and operationalize platform capabilities.
• Partner with Sales to identify and qualify adoption‑led growth opportunities, supporting renewal readiness through demonstrated value.
• Gather strategic customer feedback and ensure closed‑loop reporting of requests through Support and Jira workflows.
• Build advocacy programs, identify advocates, and support executive sponsorship engagements.

Success Measures

• Net Revenue Retention (NRR) – influence retention and expansion outcomes through proactive health management and risk mitigation.
• Customer Engagement & Execution Discipline – maintain active Success Plans updated at least every 30 days and ensure meaningful engagement at least every 30 days.

Required Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Consulting, Program Management, or comparable enterprise software/security roles.
• Demonstrated ability to influence senior stakeholders and operate effectively through ambiguity in a matrixed environment.
• Strong analytical and operational discipline, with the ability to translate customer goals into measurable success plans.
• Proven experience partnering cross‑functionally with Sales, Product, Support, and Services.
• Bachelor’s degree or equivalent experience.
• Ability to travel up to 10‑20% as needed (remote role).

Preferred Qualifications

• Experience in cybersecurity, identity, access management, cryptography, PKI, encryption, HSMs, zero trust, or enterprise security platforms.
• Familiarity with SaaS customer success tooling (e.g., Gainsight) and CRM systems (Salesforce).
• Cloud and security certifications (AWS, Azure, GCP, CISSP, CISM, Security+, CEH).
• Strong program/project management skills (PMP, Agile/Scrum/SAFe).

Compensation

Compensation Range: The anticipated starting base pay for this position is $132,183–$193,868 per year (in the primary posting location). Compensation will also include participation in the company’s discretionary incentive plan.

Benefits

Entrust offers comprehensive health and well‑being programs, including medical, vision, dental, 401(k) matching, life and disability insurance, mental health coaching, virtual fitness programs, paid personal time off, 12 paid holidays, parental leave, and education reimbursement.

EEO/Equal Opportunity Statement

For US roles, Entrust is an EEO/AA/Disabled/Veterans Employer. For Canadian roles, Entrust values diversity and inclusion and is committed to building a diverse workforce with wide perspectives and innovative ideas. All qualified individuals are welcome to apply, and an accessible experience is provided for candidates of all abilities. If you require an accommodation, please contact [e-mail].