Senior Manager, Customer Success – Enterprise

🕒 September 17

🇨🇦 Canada – Remote

💵 $98.4k - $164k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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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

• Lead the Americas Customer Success team using a highly scalable and efficient engagement model for a large volume of customers • Manage customer engagement throughout the lifecycle from deployment and adoption through renewal • Recruit and lead an Americas Customer Success team to improve customer experience and grow customer value • Create value-based plans and establish KPIs and objectives for the Customer Success team • Create a scalable model supporting high-volume customers while delivering necessary customer touchpoints • Develop the CSM playbook, map the customer journey, and identify satisfaction peaks and critical points across the solution set • Optimize the Customer Success operational platform to improve team processes and effectiveness • Collaborate with onboarding, sales, support, product operations, and renewals teams to ensure smooth handoffs and optimal customer experience • Sustain growth and profitability by maximizing value, driving usage and adoption, upselling services, and reducing churn • Analyze customer data to improve the experience and articulate value

🎯 Requirements

• 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, including 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 • 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%

🏖️ Benefits

• Bonus eligibility • Comprehensive benefits package • Remote work arrangement

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