Overview

Manager of Customer Success role 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.

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. Our people drive curiosity, dedication, and innovation that help us anticipate the future. You will join the team leading Entrust's Identity portfolio, including the solutions formerly known as Onfido (AI-powered digital identity solution). 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.

What You Will Do

• Lead a team of high-performing CSMs: You will be a hands-on leader, coaching and mentoring your team to help them achieve and exceed their targets for customer retention, product adoption, usage and growth. You will set clear expectations and provide the guidance and support needed to help them reach their full potential.
• Drive customer value and outcomes: You will be responsible for the overall success of the customers your team serves, ensuring they realize maximum value from our solutions. You will serve as a senior point of contact and an escalation point for key customer accounts.
• Operational Excellence: You will track, analyse, and communicate key metrics, using data to inform team strategy and drive continuous improvement. You will spot trends, identify opportunities for automation, and proactively improve our processes.
• Cross-functional collaboration: You will be the voice of the customer, working closely with Product, Sales, Marketing, and Support to advocate for customer needs and influence our roadmap. You will build strong relationships across the business to ensure customer feedback is heard and acted upon.
• Raise the bar: You will challenge the status quo and push for new ways to improve the customer experience and team efficiency. You should think strategically about what’s next for the team and our customers.

What We Are Looking For

• Proven Leadership: You have at least 6 years in Customer Success or a similar client-facing role, with a minimum of 2 years in a management position. You have a track record of developing and leading successful teams.
• Strategic & Collaborative Leader: You possess business acumen and can see the bigger picture. You drive cross-functional initiatives and build strong relationships with Product, Sales, and Marketing to champion customer needs.
• Customer-centric mindset: You naturally put the customer first and build strong, lasting relationships with clients at all levels.
• Exceptional Communicator: You can articulate complex ideas with clarity and precision, whether presenting to a customer or communicating a new strategy to your team.
• Adaptable: You thrive in a dynamic, fast-paced environment and are comfortable with ambiguity. You are a problem-solver with a positive, can-do attitude.

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 for services including gym, yoga, fitness classes, massages, childcare, and therapy
• Dedicated learning opportunities including LinkedIn Learning and access to books, coaches, courses, conferences, podcasts, and more
• Open and transparent culture with a weekly global roundup, quarterly team socials, and other company-wide events
• Expense up to £300 to purchase workstation setup equipment
• Opportunity to join Entrust’s resource groups to learn different skills within belonging groups

We offer career journeys, with focus on Career Growth, Flexibility, and Collaboration. We value diversity and inclusion and support accessibility in our recruitment process. If you require an accommodation, contact accessibility@entrust.com.

Recruiter: Claudia Vernon (Claudia.Vernon@entrust.com)

Recruiter details and location: London, United Kingdom