Sr Customer Success Manager EMEA - Entrust Identity

Senior CSM EMEA - Entrust Identity

As a Senior Customer Success Manager at Entrust Identity, you will play a pivotal role in our EMEA Customer Success team. Your mission is to ensure our medium to large enterprise customers achieve their business objectives, realize maximum value from their investment in Entrust, and continue to grow their partnership with us.

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

Key Responsibilities

• Customer Success Ownership: Serve as the primary advocate for medium to large enterprise 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.

• Quarterly Business Reviews: Engage with stakeholders at multiple levels (operational to senior) depending on account complexity

• Data-Driven Insights: Analyse customer performance metrics, identify trends, and provide actionable recommendations to improve outcomes and reduce fraud and risk. Own and act on customer health scores (e.g. Gainsight)

• 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.

• You will be required to travel 10 - 15% annually across EMEA region.

What We’re Looking For

• Experience: 5+ years in Customer Success, Sales Engineering, or Technical Account Management, managing enterprise accounts exceeding $500 K./year in revenue.

• Technical Acumen: Solid understanding of APIs, SDK, Software Integration and Databases.

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

• Communication Skills: Ability to tailor communication across technical and executive audiences, influencing stakeholders at all levels.

• Problem Solving: Strong initiative and autonomy in resolving complex issues without constant reliance on technical support.

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

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

• Fluency in English and French is required to effectively support and engage with customers across the EMEA region. Additional European languages are a plus.

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.

Please note this is a hybrid role with 3 days a week in our London office.

#LI-NR1

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: