Job Description
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.
About the Role
We are looking for a proactive and customer centric Digital Success Program Manager to support our long-tail customers through scalable, data-driven engagement. This role is ideal for someone who thrives in a fast-paced environment, enjoys building cross-functional relationships, and is passionate about helping customers achieve value at scale in the Identity Verification space.
You will manage and evolve a portfolio of digital programs for lower touch accounts, ensuring customers derive maximum value from our solutions while supporting retention, adoption, and growth objectives. This role also owns end-to-end customer communication initiatives, including defining the strategy, structuring journeys, and delivering high-quality content in partnership with internal teams.
Key Responsibilities
Own the end-to-end execution of digital campaigns within Gainsight Journey Orchestrator, including:
o Critical communications
Product led notifications for upcoming breaking changes (approximately 5 per quarter)
ROPA changes requested quarterly by Legal
Ad hoc compliance requirement changes
o Automated communications
Maintain and optimise existing automated campaigns for customers under 25k ACV
Expand journeys to include additional, value driven touchpoints where appropriate
o Focused communications
Create quarterly, benefit led content targeted to relevant customer segments (e.g. fraud-signal adoption campaigns)
Support internal squads by scaling their initiatives through digital customer outreach
Manage end-to-end customer communication projects, including:
o Defining communication strategy and objectives
o Designing journey structure and sequencing
o Creating, reviewing, and refining customer-facing content
o Ensuring messaging is timely, relevant, and aligned to customer lifecycle stages
Collaborate closely with Customer Success, Product, Operations, Analytics, Marketing, and Legal teams to align digital programs with business and customer outcomes
Partner with Customer Success leadership on strategic initiatives to define target audiences and deliver effective customer campaigns
Maintain a shared communication calendar to ensure customer messaging is coordinated and not over-saturating customers
Build and maintain a scalable contact management framework, enabling CSMs to correctly flag contacts for relevant campaigns
Monitor journey performance and continuously optimise programs based on engagement metrics, adoption data, and qualitative feedback
Leverage Gainsight data to identify opportunities for proactive engagement and automation
Analyse program effectiveness on a quarterly basis and report on KPIs such as engagement rates, adoption metrics, and retention impact for leadership visibility
Partner with analytics and operations teams to improve targeting accuracy and data quality
Document processes and best practices to support the scaling of digital success efforts across the Customer Success organisation
Provide campaign content and guidance to CSMs to support ad-hoc customer engagements
Basic Qualifications
Experience in Customer Success, Digital Customer Experience, Lifecycle Marketing, or a related role
Proven experience managing digital customer communication programs
Strong project management skills with the ability to own initiatives end to end
Experience working cross-functionally with Product, Engineering, Legal, and Go-to-Market teams
Analytical mindset with experience using data to measure performance and inform improvements
Strong written communication skills, with the ability to translate complex topics into clear, customer-friendly messaging
Preferred Skills
Hands-on experience with platforms such as Gainsight Journey Orchestrator, or similar customer engagement tools
Experience managing communications for B2B or enterprise customer segments
Experience designing lifecycle journeys aligned to customer value and maturity
Comfort working in fast-moving environments with competing priorities
#LI-CV
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: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
Collaboration: Here, your voice matters. 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. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.
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 www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube
For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian 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 [email protected].
Recruiter:
Claudia Vernon[email protected]