Customer Success Manager

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.  

Are you a proactive problem-solver with a passion for building lasting customer relationships?

Onfido is on a mission to be the trust layer of the internet. As a Customer Success Manager on our APAC team, based in Kuala Lumpur, you'll play a key role in ensuring our medium and large-sized customers across the region achieve their goals, maximize the value of their investment in Onfido, and continue to grow their partnership with us.

If you thrive on guiding customers through implementation, understanding their unique challenges, and ensuring they realize the full potential of a powerful SaaS solution, this role is for you.

What You'Ll Do

You'll manage a dedicated portfolio of customer accounts, focusing on leading successful onboarding and implementation processes while cultivating strong, long-term relationships. You'll work to deeply understand each customer’s business priorities and challenges, making sure they effectively utilize our product and see measurable results.

You'll use an analytical approach to monitor customer health and provide strategic advice that helps them enhance their operations, streamline onboarding, and reduce risk.

Your Key Responsibilities Will Include:

• Manage Customer Accounts: Oversee a portfolio of mid to large-size accounts, actively monitoring customer performance and usage metrics to ensure successful product adoption.
• Customer Onboarding & Implementation: Lead the post-sale customer journey, managing the implementation and onboarding process to ensure a smooth, effective, and timely go-live.
• Develop Expertise: Gain in-depth product and subject matter knowledge, allowing you to effectively present relevant features and functionality that meet specific customer needs.
• Proactively Address Challenges: Identify potential adoption and service blockers early, developing and executing proven strategies to overcome them and secure positive customer outcomes.
• Collaborate with Cross-Functional Teams: Partner closely with our Sales and Product teams to maintain a strong service offering, ensuring customers receive exceptional value from their Onfido experience.
• Be the Customer's Advocate: Work closely with clients to solve challenges, presenting tailored solutions while representing the customer's voice internally, particularly in providing feedback to the Product team.
• Drive Usage and Growth: Identify opportunities to increase product usage and adoption. Collaborate with Account Executives to support customer growth based on tangible value and outcomes.
• Master Technical Knowledge: Quickly learn, apply, and clearly articulate the technical aspects of the Onfido platform to guide customers effectively.

What You'Ll Bring

We're looking for an experienced relationship manager with a blend of commercial awareness and technical aptitude, ready to make a significant impact on our APAC customer base from our Kuala Lumpur hub.

Qualifications:

• Experience: A minimum of 3 years in a Customer Success Management, Client Services, Account Management, Implementation, or a similar role, with a proven ability to manage complex customer relationships.
• Multilingual Proficiency: Proficiency in Mandarin is required, with the ability to manage customer relationships across different regions effectively.
• SaaS Experience: Solid experience working in a SaaS environment, with a good understanding of the industry’s dynamics.
• Customer Management & Value: Proven ability to manage a portfolio of mid to large-sized accounts, focusing on driving value, retention, and meeting usage/adoption KPIs.
• Communication Skills: Excellent ability to articulate complex information clearly and persuasively to both technical and non-technical audiences.
• Business Acumen: Understanding of business challenges, particularly within the adoption and deployment of technical solutions, and the ability to align success strategies with customer business outcomes.
• Stakeholder Management: Experience managing and influencing key stakeholders within customer organizations to ensure alignment and partnership success.
• Data-Driven Approach: Ability to analyze customer performance data to generate actionable insights that drive product adoption and customer success.

Why Join Onfido?

• Be a part of a global, mission-driven company at the forefront of identity verification technology.

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 
• 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:

James BeckJames.Beck@entrust.com