Position Overview

The Global VP, Customer Success will lead a globally distributed team of Customer Success Managers (CSMs) focused on accelerating customers' time to value, improving adoption, and helping customers realize measurable business outcomes from Entrust's Data Security portfolio.

As Entrust's Data Security business expands beyond hardware to include software and SaaS ARR, this role carries a clear transformation mandate: build and scale a high-performing, globally consistent CSM organization that uses data, leading indicators, and AI-enabled insights to improve prioritization, identify risk earlier, drive adoption, and support retention and growth (GRR/NRR).

CSM engagement will vary based on each customer's Entrust journey. As part of the core Account Team, CSMs will use customer data, health signals, and success plans to align teams around the actions that improve customer value, reduce friction, and strengthen the end-to-end experience.

This is a single, globally accountable leadership role responsible for one consistent operating model spanning onboarding, success planning, health management, AI-enabled insight generation, and customer journey engagement worldwide.

In this role, the Global VP, Customer Success will lead the priorities below to build a more consistent, scalable, and outcome-driven Customer Success motion across the Data Security business.

You will lead the team to become trusted advisors who help customers realize value through clear success plans, adoption milestones, strong governance, and proactive risk management. This includes using data and AI-enabled insights to identify opportunities, address risk earlier, and keep the focus on business outcomes, time to value, retention, and growth. You will serve as a senior customer advocate across Entrust, partnering with Sales, Renewals, Product, Engineering, IDV Customer Success, and other account teams to align around customer priorities, remove blockers, and turn customer evidence into product and roadmap decisions that improve adoption, accelerate value, and strengthen the customer experience. Successful candidates will bring strong technical depth, executive-level communication, and proven experience building and scaling Customer Success for a SaaS/ARR business. They will use data, operational discipline, and practical AI capabilities to help the team make better decisions, accelerate customer outcomes, and deliver secure, scalable solutions in a matrixed global environment.

Responsibilities

Build a scalable global Customer Success operating model:

• 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.

Drive customer value, adoption, retention, and growth:

• 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.

Lead cross-functional alignment and customer advocacy:

• 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.

Build a structured Voice of Customer engine:

• 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.

Develop and lead a high-performing global Customer Success team:

• 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.

Basic Qualifications

• 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

Preferred Qualifications

• 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.

Compensation Range:

The anticipated starting base pay for this position is: $201,078-$294,914 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. In addition to your pay, Entrust offers eligible colleagues and their dependents 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 plus 12 paid holidays, parental leave and education reimbursement. Please speak with the recruiter for more details. Note: Benefit and Compensation programs are subject to eligibility requirements and other terms of the applicable plan or program. Entrust has the right to end, suspend or amend any of its plans at any time in whole or in part.

Recruiter:
Richa Srivastava

[email protected]