Customer Success Manager

Role Summary

As a Customer Success Manager, you are a critical part of our customers’ adoption and ongoing satisfaction of Sophos’ products. You will act as a point-of-contact establishing relationships for efficient onboarding, implementation, 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 products, and ultimately renew with us.​

What You Will Do

• Own the customer lifecycle, providing ongoing and proactive support to Sophos 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

What You Will Bring

B2#LI-SK1 Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos?