Customer Success Manager, Sophos
Tech Touch
CA$51.2-84.8k
+ Commissions
More information about location
Cybersecurity-as-a-Service
Be an early applicant
Cybersecurity-as-a-Service
1001+ employees
Be an early applicant
CA$51.2-84.8k
+ Commissions
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
- 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus
- Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers
- Proven ability to produce and deliver compelling customer materials to drive business objectives
- Excellent organizational skills and ability to establish milestones and keep project plans on task
- Understanding how organizations measure value and drive revenue with experience of recurring revenue sales models and renewal processes an advantage
- Experience employing a one-to-many approach globally
- Fluent written and spoken English required
What the job involves
- Sophos is seeking a proactive and motivated Scale Customer Success Manager to drive value to our “tech-touch” customer experience
- In this role, you’ll deliver strategic outreach through both 1:many and targeted 1:1 communication, connecting our customers to value while driving usage of the Sophos suite of products
- You'll play a key part in onboarding and engaging customers, ensuring they are set up for long-term success, renewal, and growth
- You'll also triage and route customer needs to the appropriate internal teams to ensure timely support and resolution
- As Sophos evolves, you’ll help shape and refine our scaled customer success strategy—contributing to the design, build, and execution of programs that deliver value at scale
- This is a unique opportunity to have a meaningful impact on how we engage and retain our customers
- Drive product adoption and customer outcomes through 1:many and 1:1 channels including email campaigns, webinars, and 1:1 video calls
- Support a range of outreach initiatives, aiming to deliver value in all stages of the customer lifecycle and evolve over time to remain best-in-class
- Contribute to the design and continuous improvement of Scale success programs, automation workflows, and communication strategies
- Work with Renewals, UX, Product, and all manner of CS teams to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others
- Monitor customer health indicators to identify engagement opportunities and risk signals
- Proactively engage customers at key lifecycle stages to promote renewal and expansion
- Perform timely escalation of customer queries to the appropriate teams within Sophos; understanding when to escalate vs. when to problem solve/deep dive
- Maintain monthly (or more frequent) customer pulse metrics with access to utilization, engagement, and health data
- Conduct effective and engaging post-onboarding check-ins
- Help define best practices for tech-touch and scale motions as Sophos continues to grow and evolve
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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