Senior Director of Journey Management & Customer Support Operations, Sophos
$173-288k
Salary applicable to US candidates only; Salary applicable to Canada based candidates: $169,000 to $281,000; + Bonus eligibility
Cybersecurity-as-a-Service
Be an early applicant
Cybersecurity-as-a-Service
1001+ employees
Be an early applicant
$173-288k
Salary applicable to US candidates only; Salary applicable to Canada based candidates: $169,000 to $281,000; + Bonus eligibility
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
- 10+ years of experience in Customer Success, Customer Experience, or related customer-facing functions, with 5+ years in a leadership/operations role
- Experience in the cybersecurity, SaaS, or enterprise software industry strongly preferred
- Proven ability to design and scale customer journeys and operations in a fast-growing, complex environment
- Strong familiarity with customer health metrics (NPS, CSAT, CES, etc.)
- Deep familiarity with customer success and digital adoption platforms (e.g., Churnzero, Gainsight, Salesforce, Whatfix, Pendo, etc.)
- Strong data orientation with a passion for solving complex problems through process, systems, and technology
- Excellent executive communication, stakeholder alignment, and team leadership skills
- Strategic mindset with a customer-first attitude and a bias for action
What the job involves
- As Senior Director of Journey Management and Customer Success Operations, you will own the strategy, design, and execution of our end-to-end customer journey—from onboarding to renewal and expansion
- You’ll lead efforts to enhance every customer interaction, optimize operations, and enable our Customer Success teams to deliver measurable value and outcomes
- This is a pivotal leadership role that bridges data, systems, people, and process to ensure our customers succeed and stay secure
- Architect and continuously refine the customer journey, identifying critical touchpoints to drive adoption, engagement, and retention
- Develop persona-based lifecycle strategies that support key segments (e.g. , high touch, medium touch, tech touch)
- Lead journey orchestration initiatives across multiple functional areas, including but not limited to Customer Success, Product, Support, Renewals, and Professional Services
- Build out the digital components of the customer journey via multiple surfaces (email, product, webinar, community) and partner with the Customer Success and GTM Enablement teams to build playbooks for the human-delivered components of the journeys
- Drive and evolve our Voice of the Customer (VoC) program to ensure critical customer feedback is being actioned across the company
- Own the implementation of customer journeys into our customer success platform with both health-based and time-based triggers to ensure that the right action is taken at the right time to ensure customers realize the value of their investment
- Own the vision for CS technology stack evolution
- Partner with Product and Engineering to influence product roadmaps through deep understanding of customer pain points and behavior
- Act as a strategic advisor to the executive team on customer journey innovation, digital transformation, and risk mitigation
- Lead, mentor, and grow a high-performing team
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
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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