Lead Customer Success Enablement Manager, Sophos
$126-210k
+ Bonus eligibility
More information about location
Cybersecurity-as-a-Service
Posted today
Cybersecurity-as-a-Service
1001+ employees
Posted today
$126-210k
+ Bonus eligibility
More information about location
1001+ employees
Company mission
To develop powerful and intuitive products and services that provide the world's most effective cybersecurity for organizations of any size.
Role
Who you are
- The ideal candidate brings a strong foundation in learning design principles and enablement best practices, along with hands-on experience in customer success, technical account management, or renewal strategy
- You are passionate about driving customer value at scale, comfortable influencing senior stakeholders, and skilled at translating complex strategies into actionable, impactful enablement programs
- Minimum of 10 years of experience in customer success enablement, renewals, technical account management, or post-sales operations, preferably within the technology or cybersecurity sector
- Minimum of 5 years of experience designing and delivering enablement programs that drive product adoption, customer engagement, and successful renewals
- Minimum of 5 years of experience applying adult learning principles, instructional design methodologies, and behavior change models for customer-facing or account management teams
- Minimum of 3 years of experience using customer success metrics (e.g., CSAT, NPS, time to value, churn indicators) to inform strategy and measure program effectiveness
- Strong facilitation and coaching skills, with experience delivering role-based training and performance interventions for global customer-facing teams
- Excellent executive communication skills with a proven ability to influence senior stakeholders and translate business objectives into enablement priorities
- Familiarity with LMS platforms and enablement tools
- Proven ability to lead cross-functional projects across global teams, with strong project management, prioritization, and stakeholder engagement skills
What the job involves
- We are seeking a strategic, results-driven Customer Experience Enablement Manager to lead and scale global programs that empower our Customer Success Managers (CSMs) and Renewal Representatives to deliver exceptional customer outcomes
- This role will design, implement, and continuously improve enablement initiatives that accelerate onboarding, deepen product adoption, reduce churn risk, and ensure timely, successful renewals— directly contributing to customer retention, expansion, and overall company growth
- As a key partner to Customer Success, Sales, Marketing, and Sales leaders, you will ensure our post-sales teams are equipped with the skills, knowledge, tools, and resources they need to deliver high-value engagements, maximize customer satisfaction, and demonstrate measurable proof of value
- Strategic Customer Success Partner: Act as a trusted advisor to Customer Success and Renewals leadership, aligning enablement initiatives with customer lifecycle stages, segmentation strategy, and customer health metrics
- Customer Journey Enablement: Develop and scale programs that enable CSMs (Customer Success Manager) and Renewal Reps to deliver value across key lifecycle milestones—from onboarding and adoption to expansion and renewal. Embed enablement into CS playbooks, tools, and health frameworks
- Data-Driven Program Development: Leverage customer success metrics (e.g., adoption, CSAT, NPS, renewal rates) and CRM insights to identify skill gaps and process inefficiencies. Translate these into targeted enablement programs and coaching
- Enablement Program Design: Lead the development of role-specific learning journeys—including onboarding, product knowledge, customer engagement strategies, and renewal best practices—grounded in adult learning theory and skills-based frameworks. Apply instructional design best practices to develop or manage the creation of high-impact training content, including eLearning, live virtual sessions, job aids, and just-in-time tools
- Workshop Facilitation & Coaching: Deliver practical workshops, scenario-based simulations, and renewal deal reviews to reinforce capabilities such as value delivery, executive conversations, and churn mitigation
- Executive Communication & Reporting: Enable data-informed decisions around team readiness and customer engagement strategy
- Content Strategy & Execution: Partner with SMEs, instructional designers, and business stakeholders to create assets such as onboarding guides, success plans, renewal toolkits, and health score playbooks that support field execution
- Cross-Functional Collaboration: Work closely with Product Marketing, Customer Success leaders, & business stakeholders to ensure enablement is integrated, consistent, and responsive to evolving customer needs and product innovation
Our take
Due to the fast-evolving nature of cybercrime, companies can struggle to keep their security up-to-date and resilient. Sophos provides managed cybersecurity services to identify and resolve cyberthreats within all sizes of organisations, combining cutting edge cybersecurity tech with expert support teams.
Leveraging AI and machine learning, Sophos' system automates the detection and blocking of over 99% of threats, meaning its analysts only have to hunt down and stop the most sophisticated attackers. As well as its Managed Detection and Response (MDR) product - which, serving over 15,000 customers, is the most-used on the market - the company also delivers Incident Response Services for those experiencing an active threat.
Sophos is not a new player in the cybersecurity space, but has demonstrated its dedication to innovation with continued product launches, updates, and acquisitions such as that of BAE spinout SOC.OS that have kept its tech at the front of the market. Alongside many of its peers, the effects of the economic climate have caused Sophos to cut staff as it focusses on achieving “the optimal balance of growth and profitability", but this recent hiccup does not take away from its position as a market leader continuously leading adaption in the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jul 2020
$2.8m
SEED
Total funding: $2.8m
Company benefits
- Remote-first working model & hybrid options
- We encourage teams to get together in person periodically to help facilitate teamwork
- 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 some unforgettable social experiences for our global teams including our music festival SOPH-Fest, go-karting, Sophmudder, and incredible 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
Company HQ
Abingdon, UK
Leadership
Kris Hagerman
(CEO, not founder)Former CEO of Corel Corporation, who previously served as Group President of Data Center Management at Symantec. Was also Executive VP and GM of Storage and Server Management at Veritas Software, as well as CEO and Founder of both Bigbook and Affinia.
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