Note: The job is a remote job and is open to candidates in USA. Entrust is an industry leader in identity-centric security solutions, serving customers globally with scalable technologies. The Global VP, Customer Success will lead and transform a globally distributed Customer Success organization for the Data Security portfolio, driving adoption, time to value, retention, growth, and customer advocacy through data, AI-enabled insights, and cross-functional collaboration.
Responsibilities
- Define a consistent global customer journey across intake, onboarding, success planning, adoption milestones, health management, and risk governance, with clear measures of customer value and business impact
- Establish the operating rhythm, tools, scorecards, and leading indicators needed to scale the CSM motion, improve execution across regions, and make faster, data-driven decisions
- Use customer data, sentiment, adoption signals, and AI-enabled insights to improve prioritization, identify risk earlier, remove friction, and accelerate time to value
- Lead the team in becoming trusted advisors who help customers connect Entrust solutions to measurable business outcomes, value realization, and long-term success
- Build, execute, and track joint success plans that align customer priorities, adoption milestones, executive engagement, renewal readiness, expansion opportunities, and value achieved
- Improve adoption, time to value, GRR, NRR, and customer advocacy across the Data Security SaaS and ARR portfolio by using data to focus the team on the highest-impact opportunities
- Partner across Sales, Renewals, Product, Engineering, Professional Services, Support, Partners, and IDV Customer Success to align on customer priorities, shared account outcomes, and the actions needed to improve value realization
- Use data, customer health signals, and cross-functional input to anticipate and escalate blockers that affect customer success, migration progress, renewal readiness, or expansion potential
- Create practical mechanisms, including QBRs/XBRs, health reviews, and account team goals, to keep teams aligned around customer value, risk, and measurable outcomes
- Quantify customer needs, sentiment, adoption signals, and friction points to create a clear, evidence-based view of customer priorities, risks, and opportunities
- Use AI and analytics to synthesize customer feedback, identify patterns, and surface actionable insights that help teams make better decisions faster
- Partner with Product and Engineering to translate customer evidence into prioritized roadmap input and improved end-to-end customer experience
- Build, scale, and develop a globally consistent CSM organization with clear roles, standards, coaching practices, accountability, and shared measures of customer impact
- Hire, develop, and retain strong leaders and talent while creating a culture of customer focus, ownership, collaboration, continuous improvement, and thoughtful use of data and AI
- Position Customer Success as a strategic growth engine that improves adoption, retention, expansion, and customer advocacy
Skills
- 10+ years' experience in enterprise IT as a vendor, partner, ISV, or consultant or prior experience working with or managing technical programs or customer success, including global/multi-region scope
- Minimum 7 years' experience leading people in transformation and change management roles, including building or scaling a Customer Success function
- Bachelor's degree in Business or a relevant field
- Ability to travel 25% to 35% as needed; role is remote
- Experience building or transforming a Customer Success organization for a SaaS/ARR business, including mandate, KPIs, operating model, and scalable execution
- Experience guiding customers through cloud, SaaS, or digital transformation journeys with a focus on adoption, value realization, and retention
- Strong executive presence with the ability to serve as a trusted advisor to C-level customers and senior internal stakeholders
- Strong technical fluency across enterprise software, cloud, data security, or IT lifecycle environments
- Analytical, customer-centered problem solver who listens well, asks effective questions, and uses data to understand priorities, risks, and opportunities
- Proven ability to build trust, communicate clearly, and lead effectively through ambiguity in a matrixed global environment
- Experience with CRM and Customer Success platforms such as Salesforce and Gainsight; cloud, Agile, SAFe, Scrum, or PMP certifications are a plus
Benefits
- This position is also eligible for the company’s discretionary annual incentive plan.
- Eligible colleagues and their dependents receive comprehensive medical, vision, and dental programs.
- A generous 401(k) matching contribution.
- Life and disability insurance.
- Mental health coaching.
- Virtual fitness programs.
- Paid personal time off plus 12 paid holidays.
- Parental leave.
- Education reimbursement.
- Career Growth: learning-forward initiatives and exciting challenges to support professional growth.
- Flexibility: remote, hybrid, or on-site options that fit your lifestyle.
- Unconscious bias training for leaders.
- Global affinity groups that connect colleagues across the globe.
Company Overview