Customer Success Manager

🔥 13 hours ago

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Sophos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

☁️ SaaS

💰 Post-IPO Equity on 2021-08

Cybersecurity • SaaS

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

• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer. • Establish key relationships with the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns. • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer. • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology. • 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. • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn. • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution. • Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

🎯 Requirements

• 3+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus. • Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers. • Experience in translating customer issues and needs into business or solution requirements. • Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans. • Excellent organizational skills and ability to establish milestones and keep project plans on task. • Understanding how organizations measure value and drive revenue with experience in recurring revenue sales models and renewal processes is an advantage. • Cybersecurity experience is required.

🏖️ 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