Senior Customer Solutions Manager

Entrust

Position Overview

The Customer Solution Manager (CSM) plays a critical role in accelerating customers time to value by guiding them through their identity, secure payments, and digital security journey. As a trusted advisor, the CSM supports customers through digital transformation and improves their end-to-end experience. Engagements vary depending on where the customer is in their Entrust journey. CSMs are part of the core Account Team and ensure all Entrust teams are aligned to deliver outcomes efficiently and effectively.

Key Responsibilities

• Customer Health & Adoption: Monitor customer health using data and tools; establish regular engagement cadence to ensure successful product adoption.
• Drive Customer Outcomes: Meet with internal and external stakeholders to understand desired outcomes and align Entrust resources accordingly.
• Customer Advocacy: Represent the customer internally by ensuring their needs and feedback influence product and service delivery.
• Enablement & Value Escalation: Support customer transformation through governance, training plans, and Customer Journey Assessments. Identify and remove blockers; escalate value through reference programs, roundtables, and customer success stories.
• Strategic Planning: Develop and execute success plans, track KPIs, and lead tools-driven progress (e.g., value maps, Asana, POCs). Facilitate QBRs, NPS tracking, and adoption reviews.
• Risk Mitigation & Collaboration: Track customer initiatives to anticipate risk, lead escalations, and coordinate across sales, engineering, product, and services teams.
  
  

Basic Qualifications

• 7+ years in enterprise IT, customer success, consulting, or program management
• Bachelor s degree in business, engineering, computer science, or a related field
• Technical certifications preferred, with a commitment to continuous learning
• Ability to travel to customers as needed
• Proven ability to lead through ambiguity, resolve escalations, and drive customer success
• Must be able to travel to Europe
  
  

Preferred Qualifications

• Certifications: AWS, Azure, GCP, CISSP, Security+, CISM, CEH, etc.
• Experience in cloud transformations, migrations, and digital security initiatives
• Ability to advise C-level stakeholders and navigate complex enterprise environments
• Strong understanding of software/IT lifecycles, matrix collaboration, and stakeholder alignment
• Excellent communication, project management (PMP, Agile, SAFe), and problem-solving skills
• Experience with Salesforce and technologies like PKI, SSL, encryption, IAM, and Zero Trust frameworks
• Arabic language proficiency is highly desirable due to the nature of our client base. Spanish language skills would be a strong plus.