Customer Solution Manager

Entrust • Minneapolis, MN

2d • $132,183 - $193,868 • Remote

About The Position

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.

Requirements

• 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).

Nice To Haves

• 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).

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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
• 12 paid holidays
• parental leave
• education reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior