Director, Enterprise Customer Success

🕒 July 21

🇺🇸 United States – Remote

💵 $146.4k - $244k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Sophos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1985

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

💰 Post-IPO Equity on 2021-08

Consulting • Healthcare • Manufacturing

Sophos is a leading cybersecurity company that specializes in protecting businesses against advanced cyber threats. The company offers a comprehensive suite of security solutions, including endpoint protection, managed detection and response (MDR), network security, and cloud security. With a prevention-first approach, Sophos aims to stop ransomware and other cyber threats before they cause harm. Sophos provides services such as threat research, security training, and operational support to ensure robust defense against cyberattacks. Their solutions cater to various industries including finance, healthcare, government, manufacturing, and retail. The Sophos Central platform delivers centralized security management, integrating seamlessly with existing IT infrastructure to enhance security posture.

📋 Description

• Define and optimize the customer journey from onboarding to renewal. Develop policies that align product capabilities with client goals to accelerate value realization. • Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue • Recruit, mentor, and scale a high-performing team of Customer Success Managers (CSMs) • Act as the ultimate escalation point for complex client challenges and partner with top-tier enterprise stakeholders to translate technical solutions into clear financial outcomes • Collaborate with Sales, Marketing, and Product teams to align on customer needs, influence product roadmaps, and remove adoption friction • Develop and maintain performance metrics, dashboards, and reports to track business health

🎯 Requirements

• 10+ years experience in enterprise account management, with a proven track record in a Cyber/SaaS environment. • Strong knowledge of CS tools, systems, and processes. • Experience with operational metrics, analytics, and business performance reporting. • Ability to inspire, motivate, and develop others while fostering an inclusive team culture • Ability to thrive in a fast-paced, evolving business environment. • Experience managing high performing CS teams in the cyber space

🏖️ Benefits

• Employee-led diversity and inclusion networks that build community and provide education and advocacy • Annual charity and fundraising initiatives and volunteer days for employees to support local communities • Global employee sustainability initiatives to reduce our environmental footprint • Global fitness and trivia competitions to keep our bodies and minds sharp • Global wellbeing days for employees to relax and recharge • Monthly wellbeing webinars and training to support employee health and wellbeing