Manage and forecast your book of business (ongoing usage revenue, renewals, partnering with the Sales AE on up/cross sales)
Work side-by-side with our Account Executive, Solutions Engineering and Product teams to retain a strong service offering and deliver the best Entrust experience possible to our customers
Solve client challenges by working in partnership with clients and presenting solutions
Be the voice of the customer internally, including feeding customer priorities into 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)

5+ years solid experience in Client Service Management / Customer Success / Account Management / Technical Account Management / Implementation or similar
Experience of managing a book of business value around USD$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 strong solutions focus, with emphasis on helping customers meet business outcomes
Demonstrable Stakeholder Management skills, both within service providers and customer teams
The ability to present complex information concisely with sound reasoning and strong attention to detail
Being the voice of the customer internally, including experience of partnering with Product teams
Used to dealing with conflict and issue management, resolving problems that help customer and service provider
First class negotiation skills
Evidence of good data analytical skills
Fluent in English and Spanish, Portuguese is preferred
Experience working in SaaS, Security or similar industries preferred

Senior Customer Success Manager

Key skills