Customer Success Manager

Overview 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

Manage a dedicated portfolio of customer accounts, focusing on leading successful onboarding and implementation processes while cultivating strong, long-term relationships.

Deeply understand each customer’s business priorities and challenges, ensuring they effectively utilize our product and see measurable results.

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.

Entrust Culture and Availability 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 : We’re invested in your professional journey with learning-forward initiatives and exciting challenges.

Flexibility : We offer flexible options that fit your lifestyle (remote, hybrid, or on-site).

Collaboration : 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. Our culture is built on diversity, inclusion, and respect. For accommodations, contact

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 Follow us on LinkedIn, Facebook, Instagram, and YouTube.

EEO / AA / Disabled / Veterans Employer

— For US 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

Recruiter : James Beck

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