Sr Customer Success Manager
Posted 10 hours 30 minutes ago by Entrust Corporation
Sr Customer Success Manager
Apply locations United Kingdom - London (Onfido) France - Paris (Onfido) time type Full time posted on Posted Yesterday job requisition id R003368
Career Growth, Flexibility and Collaboration!
Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!
The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust's technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard.
Position Overview:
As a Senior Customer Success Manager on the EMEA team, you will play a critical role in ensuring that our medium and large sized customers across the region achieve their goals, maximise the value of their investment in Onfido, and continue to grow their partnership with us.
In this role, you will manage a portfolio of accounts, leading customer implementations and onboarding processes while nurturing strong, lasting client relationships. You will take the time to deeply understand each customer's unique priorities and challenges, ensuring they effectively utilise our product and realise its full potential.
Senior Customer Success Managers at Onfido combine technical expertise, analytical prowess, and exceptional customer management skills. By analysing customer data and generating actionable insights, you will provide strategic recommendations to help customers enhance their results, streamline onboarding, and reduce fraud and risk.
Responsibilities:
Manage Customer Accounts: Oversee a portfolio of around 10-15 mid to large size accounts, actively monitoring customer performance metrics to ensure alignment with adoption and usage targets.
Collaborate with Cross-Functional Teams: Partner closely with our Sales and Product teams to maintain a strong service offering, ensuring that customers receive exceptional value from their Onfido experience.
Develop Expertise: Gain in-depth product and subject matter knowledge, allowing you to effectively present relevant features and functionality that meet specific customer needs.
Proactively Address Challenges: Identify potential adoption and service blockers early, deploying proven strategies to overcome them and secure positive outcomes for customers.
Build Strong Relationships: Foster productive relationships with internal stakeholders and external partners, ensuring seamless collaboration and communication.
Master Technical Knowledge: Quickly learn, apply, and articulate the technical aspects of the Onfido platform, as well as understand competitor offerings to position our solutions effectively.
Drive Growth: Identify opportunities to cross-sell additional Onfido products and increase usage. Collaborate with Account Executives to drive customer growth based on tangible value and outcomes.
Be the Customer's Advocate: Work closely with clients to solve challenges, presenting tailored solutions while representing the customer's voice internally.
Enhance Team Performance: Focus on personal and team development by sharing best practices, contributing to the overall effectiveness and scalability of the team.
Qualifications:
A minimum of 5 years in Customer Success Management, Client Services, Account Management, Technical Account Management, Implementation, or a similar role, with a proven ability to manage complex and high-value customer relationships.
Advanced Portfolio Management: Extensive experience managing a Book of Business valued at $4M or more, with a strong track record of exceeding quarterly KPIs related to revenue, usage, and retention rates.
Commercial and Technical Expertise: Deep understanding of business and technical challenges, particularly within IT development and deployment in the SaaS market.
Strategic Business Solutions Focus: A forward-thinking approach with a focus on aligning customer success strategies to achieve critical business outcomes.
Advanced Stakeholder Management: Demonstrable experience in managing and influencing high-level stakeholders.
Expert Communication Skills: Exceptional ability to articulate complex information clearly and persuasively to both technical and non-technical audiences.
Service Delivery Leadership: Proven leadership in overseeing service delivery, including monitoring performance and managing escalations.
Data-Driven Decision-Making: Expertise in analyzing complex data sets to generate actionable insights that drive customer success.
Extensive SaaS Experience: Significant experience working in SaaS environments.
Preferred Qualifications:
Multilingual Proficiency: Proficiency in a second language such as French, Spanish, or German is preferred.
Benefits:
25 days annual leave plus a day off for your birthday.
Two paid volunteering days per year.
Private Medical + Dental Insurance through Allianz (extended up to 2 children).
Life Assurance (3x Annual Base Salary).
Generous paid parental leave.
Life enrichment allowance of up to €95 per month.
Expense up to €350 to purchase workstation setup equipment.
About Entrust:
Entrust keeps the world moving safely by enabling trusted experiences for identities, payments, and digital infrastructure. We offer an unmatched breadth of solutions that are critical to enabling trust for multi-cloud deployments, mobile identities, hybrid work, machine identity, electronic signatures, encryption, and more.
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.
If you require an accommodation, contact .
Recruiter: Claudia Vernon