Manager of Customer Success

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.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 our success with curiosity, dedication, and innovation.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

At Entrust, we are looking for a dynamic Manager of Customer Success to join our growing team. You\''ll lead a group of high performing Customer Success Managers and be a key player in driving customer value, retention, and growth across the EMEA region.This is a highly visible role where you will be responsible for your team\''s performance and for championing the customer experience, ensuring Entrust continues to deliver best-in-class service. You\''ll be a leader, a coach, and an advocate, helping your team and our customers thrive in a fast-paced, innovative environment.What you will do

Lead a team of high-performing CSMs:

You\''ll be a hands-on leader, coaching and mentoring your team to help them achieve and exceed targets for customer retention, product adoption, usage and growth. You\''ll 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\''ll serve as a senior point of contact and an escalation point for key customer accounts.

Operational Excellence:

You\''ll track, analyse, and communicate key metrics, using data to inform team strategy and drive continuous improvement. You\''re expected to spot trends, identify opportunities for automation, and proactively improve our processes.

Cross-functional collaboration:

You\''ll be the voice of the customer, working closely with Product, Sales, Marketing, and Support to advocate for customer needs and influence our roadmap. You\''ll build strong relationships across the business to ensure customer feedback is heard and acted upon.

Raise the bar:

You\''ll challenge the status quo and push for new ways to improve the customer experience and team efficiency. You\''re expected to 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 of experience 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 and Collaborative Leader:

You possess business acumen, can see the bigger picture, and drive cross-functional initiatives with teams like Product, Sales, and Marketing to champion customer needs.

Customer-centric mindset:

You naturally put the customer first and can 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 strategy to your team.

Adaptable:

You thrive in a dynamic, fast-paced environment and are comfortable with ambiguity. You\''re a problem-solver who can navigate complex challenges with a positive, can-do attitude.

Preferred Qualifications

Industry Knowledge : Familiarity with Identity and 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.

Hybrid role note: 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-CVAt 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 accessibility@entrust.com.Recruiter: Claudia VernonClaudia.Vernon@entrust.comEntrust 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\''s most trusted ..... full job details .....