Customer Success Manager, Sophos
Enterprise
$98.4-164k
+ Bonus
Cybersecurity-as-a-Service
Open for applications
Cybersecurity-as-a-Service
1001+ employees
Open for applications
$98.4-164k
+ Bonus
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
- 5+ years of experience managing a team
- 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company
- Cybersecurity experience a must
- Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment
- Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements
- A passion for teaching, developing, and growing others
- Strong customer-facing, cross-functional, relationship-building skills
- Ability to identify, analyze and find creative solutions to complex problems
- Capable of handling competing priorities and projects in a fast-paced environment
- High energy, self-starter comfortable with ambiguity in entrepreneurial environments
- Ability to identify bottlenecks within internal processes, and recommend solutions
- Must be willing to travel 25%
What the job involves
- This role will lead our Americas Customer Success team focusing on a highly scalable and efficient engagement model for a large volume of customers. The team will manage customer engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value
- The leadership role will play a key part in building out the team and its structure, working closely with other customer success teams, sales, operations, marketing, support, and product managers
- Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value
- Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team
- Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints
- Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set
- Help optimize the Customer Success operational platform to improve processes and effectiveness of the team
- Work closely with associated roles across onboarding, sales, support, product operations, 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
- Analyse customer data to improve the experience and articulate value
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.
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 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. For example, it recently launched the industry's first AI-Native cybersecurity defense system, showing that its tech remains at the front of the market.
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 Levy
(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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