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. Position Overview 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. Required 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). 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 Compensation Range The anticipated starting base pay for this position is $132183-$193868 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. In addition to your pay Entrust offers eligible colleagues and their dependents comprehensive health and well-being programs which include 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. Please speak with the recruiter for more details. Note Benefit and Compensation programs are subject to eligibility requirements and other terms of the applicable plan or program. Entrust has the right to end suspend or amend any of its plans at any time in whole or in part.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 accessibility@entrust.com. Recruiter Richa Srivastava Richa.Srivastava@entrust.com