Customer Success Manager

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. 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.

Position Overview:
Note: this role is based in the Philippines and you will be employed through our local Professional Employment Organisation.

We are seeking a dynamic Customer Success Manager to nurture, grow, and retain our accounts across the Southeast Asian market.

In this role, you will proactively manage a portfolio of accounts throughout the Onfido customer lifecycle, building and maintaining strong relationships with senior client-side managers to gain deep insights into their priorities and challenges.

Your primary goal will be to maximize partnership and revenue opportunities for Onfido. You will ensure our customers receive the best possible experience by managing projects, providing technical guidance, resolving issues, leading Executive Business Reviews (EBRs), and collaborating on success plans to deepen the partnership.

**Responsibilities**:

- Manage an existing Book of Business, with a focus on driving ongoing usage revenue, ensuring on-time renewals, and identifying growth opportunities.
- Collaborate closely with our Account Executive, Renewal, and Product teams to deliver an outstanding Onfido experience throughout the customer lifecycle.
- Partner with our onboarding team to ensure a seamless client onboarding, change management, and integration process.
- Develop and maintain long-term partnerships with key customers and stakeholders.
- Lead and coordinate various projects to achieve strategic growth objectives for both your customers and Onfido.
- Serve as the primary point of contact for customer inquiries, including technical issues.
- Act as the voice of the customer within Onfido, providing critical feedback to the Product team on customer priorities, issues, and enhancement requests.
- Take ownership and accountability for meeting and exceeding usage targets, customer retention, and satisfaction.

Qualifications:

- 3+ years of experience in Customer Success Management, Client Service, Technical Account Management, Implementation, or a similar role.
- Experience managing a Book of Business with an average customer value of $100k-$400k+, with a proven track record of achieving quarterly KPIs related to revenue, usage, and retention.
- Strong project management skills.
- Solid commercial and technical acumen, particularly in understanding client challenges related to IT development and deployment within the SaaS market.
- A basic understanding of SDK integration and RESTful API design and integration patterns.
- A business solutions mindset, with a focus on helping customers achieve their desired outcomes.
- Demonstrable stakeholder management skills, both within service providers and customer teams.
- The ability to communicate and present complex information clearly and concisely, with strong reasoning and attention to detail. Experience acting as the voice of the customer internally, particularly in partnering with Product teams to address prioritization and demand management challenges.
- Service delivery expertise, with experience in monitoring performance, managing issues, and resolving problems to benefit both the client and Onfido.
- Strong data analysis skills.
- Fluency in both English and Tagalog.

Preferred Qualifications
- Experience working in SaaS environments (preferred).
- Proficiency with tools such as Salesforce, Gainsight, and other analytical tools (preferred).

About Entrust

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world - so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trust