Senior 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. 

As a Senior Customer Success Manager on the APAC 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, particularly in feeding priorities into the Product team for improvements and enhancements.
• 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.
• Multilingual Proficiency: Proficiency in Mandarin, with the ability to manage customer relationships across different regions effectively.
• 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, with the ability to influence customer strategies at a senior level.
• Strategic Business Solutions Focus: A forward-thinking approach with a focus on aligning customer success strategies to achieve critical business outcomes, driving long-term value and growth.
• Advanced Stakeholder Management: Demonstrable experience in managing and influencing high-level stakeholders, both within service providers and customer teams, to ensure alignment, success, and sustained partnerships.
• Expert Communication Skills: Exceptional ability to articulate complex information clearly and persuasively to both technical and non-technical audiences. Extensive experience representing the customer's voice internally, particularly in collaboration with Product teams on prioritization and demand management.
• Service Delivery Leadership: Proven leadership in overseeing service delivery, including monitoring performance, managing escalations, and proactively resolving challenges to enhance customer satisfaction and retention.
• Data-Driven Decision-Making: Expertise in analyzing complex data sets to generate actionable insights that drive customer success and support strategic decision-making.
• Extensive SaaS Experience: Significant experience working in SaaS environments, with a deep understanding of the industry’s unique challenges and opportunities.
  
  

At 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 [email protected].

Recruiter

James Beck

[email protected]