Senior Customer Success Manager (Central or South Eastern Time Zone - US/Canada)

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.

From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another.

And, of course, to be themselves.

We’re looking for a dynamic Sr. Customer Success Manager to grow, nurture and retain our accounts.

You will manage a portfolio of accounts and be responsible for customer implementations / onboarding customers, maintaining excellent relationships with client-side senior managers, and you'll deeply understand their priorities and problems.

In doing so you’ll help maximize partnership and revenue opportunities for Onfido. Ensuring our customers have the very best Onfido experience includes driving adoption and usage, unblocking issues, running QBRs, and reviewing the customer’s deployment to optimize performance.

As a Senior Customer Success Manager at Onfido you will :

Manage your existing Book of Business (ongoing usage revenue, renewals, working with the AE on up / cross sales)

Work side-by-side with our Account Executive and Product teams to retain a strong service offering and deliver the best Onfido experience possible to our customers

Client onboarding and take up of the Onfido service working alongside Client and Onfido representatives

Solve client challenges by working in partnership with clients and presenting solutions. Be the voice of the customer internally, including feeding customer priorities in to the Product team (issues and enhancements)

Focus on personal and team development to improve team performance to enable us to scale more effectively (best practice sharing)

We’re looking for a Customer Success Manager who has a combination of :

2+ years experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similar

Experience of managing a Book of Business value $1M to $3M, along with quarterly KPIs such as revenue usage and retention rates

Good commercial business and technical acumen understanding client challenges with IT development and deployment, especially in the SaaS market

A Business solutions focus, with emphasis on helping customers meet business outcomes

Demonstrable Stakeholder Management skills, both within service providers and customer teams

The ability to communicate and present complex information concisely with sound reasoning and strong attention to detail.

Used to being the voice of the customer internally, including experience of partnering with Product teams, dealing with prioritization and demand management problems

Service delivery skills, being comfortable monitoring performance and dealing with issue management, resolving problems that help the client and the service provider

Evidence of good data analytical skills

Experience working in SaaS environments preferred

Entrust is an EEO / AA / Disabled / Veterans Employer

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.

Recruiter : Richa Srivastava

Richa Srivastava