Customer Success Manager, Sophos
Managed Detection & Response
$98-164k
+ Bonus. Salary dependent on location
Cybersecurity-as-a-Service
Job no longer available
Cybersecurity-as-a-Service
1001+ employees
Job no longer available
$98-164k
+ Bonus. Salary dependent on 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
- 3-5 years working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product/service adoption
- Experience working with cybersecurity solutions
- Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
- Strong presentation and communication skills, verbal and written
- Project management skills, with proven results working as a reliable advisor to drive business value for customers
- Highly data-driven with a dedication to following processes
- Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
- Flexibility for travel
What the job involves
- As a Customer Success Manager for our MDR team, you are a critical part of our customers’ adoption and ongoing satisfaction with Sophos’ Managed Detection and Response (MDR) service
- You will act as a point-of-contact establishing relationships for efficient onboarding, implementation of MDR components, and real-time support and strategy
- You will own the end-to-end relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals
- Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos MDR, and ultimately renew with us
- Own the customer lifecycle, providing ongoing and proactive support to MDR customers to drive high levels of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal
- Handle customer escalations and ensure appropriate actions are taken to address customer concerns
- Establish key relationships with the customer, ensuring regular check-ins to understand, and promptly address client needs and concerns
- Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
- 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
- Be a customer advocate in influencing product roadmap and improvements
- Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
- Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner
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
$2.7m
SEED
Total funding: $2.7m
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
Joe Sophos
(CEO)Previously Sophos's CTo. Joe is also a member of Forgepoint Capital's Cybersecurity Advisory Council, a Venture Partner at Allegis Capital and a Board Member at Venafi.
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