Customer Success Manager at Entrust

Malaysia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SecurityIndustries

Requirements

Minimum of 3 years in Customer Success Management, Client Services, Account Management, Implementation, or similar role, with proven ability to manage complex customer relationships
Proficiency in Mandarin required, with ability to manage customer relationships across different regions effectively
Solid experience working in a SaaS environment

Responsibilities

Manage a portfolio of mid to large-size customer accounts, actively monitoring performance and usage metrics to ensure successful product adoption
Lead post-sale customer onboarding and implementation processes to ensure smooth, effective, and timely go-live
Develop in-depth product and subject matter expertise to present relevant features and functionality meeting specific customer needs
Proactively identify potential adoption and service blockers, developing and executing strategies to overcome them and secure positive outcomes
Collaborate with Sales and Product teams to maintain a strong service offering and ensure customers receive exceptional value
Act as the customer's advocate, solving challenges with tailored solutions and providing internal feedback to the Product team
Drive product usage and adoption, identifying growth opportunities and collaborating with Account Executives based on tangible value
Master and articulate technical aspects of the Onfido platform to guide customers effectively

Skills

Key technologies and capabilities for this role

Account ManagementCustomer OnboardingImplementationSaaSAnalyticsCustomer Health MonitoringUsage MetricsStrategic Advice

Questions & Answers

Common questions about this position

Is this Customer Success Manager role remote or office-based?

The role is based in Kuala Lumpur as part of the APAC team.

What are the key responsibilities of the Customer Success Manager?

Key responsibilities include managing a portfolio of mid to large-size accounts, leading customer onboarding and implementation, developing product expertise, proactively addressing challenges, collaborating with cross-functional teams, and advocating for customers.

What skills or qualities make a strong candidate for this role?

Ideal candidates are proactive problem-solvers with a passion for building lasting customer relationships, who thrive on guiding customers through implementation, understanding unique challenges, and using an analytical approach to monitor customer health.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Entrust?

Entrust empowers careers, fosters collaboration, and values curiosity, dedication, and innovation from its people, with a flexible global workplace.