Customer Success Manager

Responsibilities

• The Customer Success Organization focuses on our most strategic customers. The CSM will have a portfolio of accounts and lead the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value.
• You’ll leverage your expertise to guide our customers through their journey, maintain consistent engagement, ensuring they achieve their goals and derive maximum value from our products, as well as to identify opportunities for additional Sophos products and services.
• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
• Establish key relationships with the customer, ensuring regular check‑ins to understand and address promptly client needs and concerns.
• Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology.
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross‑sell and upsell of services and products.
• Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
• Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
• Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Act as an escalation point for high‑impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution.
• Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

Benefits

• We encourage teams to get together in person periodically to help facilitate teamwork.
• Remote‑first working model & hybrid options.
• Flexible start and end times for many roles.
• Leadership development program.
• Access to LinkedIn Learning.
• Global internal coaching program (Coach Match).
• Periodic Sophos wellness days off for all Sophos to help employees relax and recharge.
• Global wellbeing program, which offers a range of wellbeing resources, including Sophos Wellbeing Webinars, Stress Management Toolkits, and Developing Resilience Courses.
• Free Employee Assistance Program (EAP) for confidential advice and counseling on a wide range of work and personal issues.
• Free annual subscription to the Calm app.
• Paid parental leave, caregiver leave & bereavement/compassion leave available.
• We host unforgettable social experiences for our global teams including our music festival SOPH‑Fest, go‑karting, Sophmudder, and holiday parties.
• Our annual global fitness challenge, SOPH‑Fit, sees thousands of employees taking part in our virtual global race around the world.
• Each quarter, we celebrate our exceptional global team by running the Sophos Values Awards, which recognizes and rewards employees who embody the Sophos values and who we are as a company.
• Health care benefits available worldwide.

Qualifications

Cybersecurity experience is required. Understanding how organizations measure value and drive revenue with experience in recurring revenue sales models and renewal processes is an advantage.

Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers. Excellent organizational skills and ability to establish milestones and keep project plans on task. Experience in translating customer issues and needs into business or solution requirements. 3+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus.

Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans.

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