Role Description The Customer Solutions Manager (CSM) is a strategic, post‑sale professional responsible for accelerating customer value realization, adoption, and long‑term partnership outcomes across a select portfolio of Entrust’s most strategic and engaged customers. CSMs operate as a proactive, data‑driven partner—monitoring customer health, driving measurable outcomes, and orchestrating cross‑functional efforts to reduce risk and improve retention. CSMs are a specialized, limited resource aligned to high‑impact customers—typically multi‑solution, highly engaged accounts with meaningful growth potential. Each CSM supports approximately 10–12 customers, representing $3–10M in ACV coverage, with a typical customer threshold of >$150K ACV. Coverage may vary based on customer complexity, solution mix, and engagement model. As a core member of the account team, the CSM partners closely with Sales, Product, Support, and Services to ensure customers achieve their intended outcomes and realize the full value of Entrust solutions. While the CSM identifies adoption and expansion opportunities, the Account Executive (AE) retains accountability for commercial execution. Key Responsibilities - Drive Customer Outcomes & Value Realization: Own the development and execution of Customer Success Plans as a living document in Gainsight, jointly owned with the account team and maintained through regular customer engagement. Align customer objectives to Entrust capabilities, define measurable success outcomes (KPIs and milestones), and lead structured customer governance to ensure sustained progress and executive alignment. - Monitor and Improve Customer Health (Proactive): Assess customer health using engagement signals, product usage, and operational insights to identify early warning indicators. Maintain a consistent engagement cadence—monthly at minimum and more frequently for priority accounts—to validate value delivery, adoption progress, and risk posture. - Risk Mitigation & Cross‑Functional Orchestration: Proactively identify customer risks, including adoption gaps, experience issues, support patterns, product constraints, and stakeholder misalignment. Orchestrate cross‑functional action plans across Sales, Support, Product, Engineering, and Services to remove blockers, restore momentum, and protect customer outcomes. Lead internal account reviews for priority customers to align on risk, actions, and growth signals. - Adoption Leadership (Including Entrust Cryptographic Security Platform (CSP) Focus): Lead adoption and enablement across Entrust solutions, with a particular focus on accelerating CSP adoption. Ensure customers are exposed to the platform’s full capabilities—including Compliance Manager and automation use cases such as Certificate Lifecycle Management (CLM)—and understand how to operationalize those capabilities to achieve business outcomes. - Growth Enablement (Partnering with Sales; AE Owns Execution): Identify and qualify adoption‑led growth opportunities based on customer outcomes, health, and engagement. Share insights with the AE and broader account team to support opportunity shaping through value articulation and stakeholder alignment. Partner with Sales to ensure renewal readiness by demonstrating and documenting realized value. - Voice of the Customer & Closed‑Loop Product Feedback: Capture strategic customer feedback, priorities, and timelines, providing business context and impact to inform product prioritization. Support a closed‑loop process where customer requests are logged via Support and Jira workflows, and outcomes are communicated back to customers with consistency and transparency. - Advocacy & Executive Engagement: Identify potential advocates and partner with Sales, Marketing, and Product to develop references, testimonials, and customer insights. Drive participation in customer advocacy programs, including CABs, once customers achieve meaningful value. Support executive sponsorship engagements by preparing leaders, framing objectives, and ensuring follow‑through. Success Measures - Net Revenue Retention (NRR) - Influence retention and expansion outcomes through proactive health management, value realization, and risk mitigation. - Customer Engagement & Execution Discipline - Maintain active Success Plans updated at least every 30 days. Ensure meaningful customer engagement at least every 30 days, lead internal account reviews based on priority, and drive executive sponsorship and advocacy motions with relevance and impact. Qualifications - 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Consulting, Program Management, or comparable customer‑facing roles in enterprise software/security. - Demonstrated ability to influence senior stakeholders and operate effectively through ambiguity in a matrixed environment. - Strong analytical and operational discipline, with the ability to translate customer goals into measurable success plans. - Proven experience partnering cross‑functionally with Sales, Product, Support, and Services. - Bachelor’s degree or equivalent experience. - Ability to travel up to 10-20% as needed (remote role). Preferred Qualifications - Experience in cybersecurity, identity, access management, cryptography, PKI, encryption, HSMs, zero trust, or enterprise security platforms. - Familiarity with SaaS customer success tooling (e.g., Gainsight) and CRM systems (Salesforce). - Cloud and security certifications (AWS/Azure/GCP; CISSP/CISM/Security+/CEH). - Strong program/project management skills (PMP, Agile/Scrum/SAFe). Benefits - Comprehensive health and well-being programs including medical, vision, dental. - A generous 401(k) matching contribution. - Life and disability insurance. - Mental health coaching. - Virtual fitness programs. - Paid personal time off plus 12 paid holidays. - Parental leave and education reimbursement. Compensation Range The anticipated starting base pay for this position is: $132,183-$193,868 per year (in the primary posting location). Actual compensation will be determined based on geographic location, education, skills and experience. This position is also eligible for the company’s discretionary annual incentive plan.