Customer Success Manager

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 Role: The Customer Success Manager owns customer outcomes end‑to‑end for Entrust’s Digital Security Solutions portfolio, which includes identity, cloud security, and hardware‑backed cryptographic platforms. This is a solutions‑focused, program‑oriented role responsible for driving adoption, value realisation, renewals, and long‑term relationships across a global, scaled customer base. CSMs manage a broad portfolio of customers across industries and regions, balancing high‑touch engagements with scalable, automated success motions. As part of a team being built from the ground up, the CSM will help design and implement success plans, engagement models, renewal frameworks, and health metrics, evolving the function from proof‑of‑concept to a mature, outcome‑driven Customer Success organisation. A key objective for the role includes leading customers through critical hardware upgrade programmes Key Responsibilities: - Manage a portfolio of long-tail enterprise customers, focusing on satisfaction, retention, and expansion. - Develop and execute engagement plans tailored to customer needs and lifecycle stages. - Monitor customer health metrics and proactively address risks and opportunities. - Serve as the primary point of contact for customer inquiries, escalations, and feedback. - Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences. - Identify and surface upsell/cross-sell opportunities to the Sales team. - Contribute to the development of scalable processes and playbooks for long-tail customer management. Basic Qualifications: - Bachelor’s degree or equivalent experience. - 4+ years of experience in customer success, account management, or client services in a B2B SaaS environment. - Strong communication and relationship-building skills. - Ability to manage multiple accounts with varying needs and priorities. - Experience with customer success platforms (e.g., Gainsight, Salesforce). Preferred Qualifications: - Familiarity with IT security, Data and Identity or related domains is a plus. - Self-starter with a collaborative mindset. - Comfortable working in a remote, cross-functional team. - Passionate about customer success and continuous improvement. #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 [email protected] . Recruiter: Claudia Vernon [email protected]