Entrust

Customer Solution Manager

United States - Field

Sponsorship not specifiedDetected 14 days ago

AWSGCPAzureCybersecurityAccessibilityProject ManagementAgileJiraSalesforceCRMSalesAccount ManagementCustomer SuccessCadenceZero TrustLeadershipCollaborationCISSP

About the role

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 are a specialized, limited resource aligned to high‑impact customers-typically multi‑solution, highly engaged accounts with meaningful growth potential.
Coverage may vary based on customer complexity, solution mix, and engagement model.

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.
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.
Adoption Leadership (Including Entrust Cryptographic Security Platform (CSP) Focus) - Lead adoption and enablement across Entrust solutions, with a particular focus on accelerating CSP adoption.
Advocacy & Executive Engagement - Identify potential advocates and partner with Sales, Marketing, and Product to develop references, testimonials, and customer insights.
Support executive sponsorship engagements by preparing leaders, framing objectives, and ensuring follow‑through.
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.
Drive Customer Outcomes & Value Realization

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.
Bachelor's degree or equivalent experience.

Nice to have

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).
Here is what you c an 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.
Flexibility: Life is all about balance.

Skills

Join us at Entrust
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Compensation

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.
Note: Benefit and Compensation programs are subject to eligibility requirements and other terms of the applicable plan or program.

Benefits

Influence retention and expansion outcomes through proactive health management, value realization, and risk mitigation.
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.
Monitor and Improve Customer Health (Proactive) - Assess customer health using engagement signals, product usage, and operational insights to identify early warning indicators.
AE Owns Execution) - Identify and qualify adoption‑led growth opportunities based on customer outcomes, health, and engagement.

Company info

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.
Each CSM supports approximately 10-12 customers, representing $3-10M in ACV coverage, with a typical customer threshold of >$150K ACV.
Lead internal account reviews for priority customers to align on risk, actions, and growth signals.
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.
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.
Drive participation in customer advocacy programs, including CABs, once customers achieve meaningful value.

Equal opportunity

Entrust is an EEO/AA/Disabled/Veterans Employer

Visa & Work Authorization

Support executive sponsorship engagements by preparing leaders, framing objectives, and ensuring follow‑through.

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This listing is sourced directly from Entrust's careers page and normalized into a canonical job model.