Customer Success Manager, German speaking

🔥 3 minutes 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

• Own the customer lifecycle, providing ongoing and proactive assistance to Sophos customers to drive high level of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal and a trustful customer relationship. • Establish key relationships with strategic and operational stakeholders at your customers, ensuring regular check-ins to understand, and promptly address client needs and concerns. • Partner with customers to understand their security goals, threat landscape, and compliance requirements; map our capabilities accordingly. • Lead onboarding sessions and provide ongoing and AI-assisted guidance on secure architecture, integrations, and best practices in cooperation with your customers’ Sophos partners and our service teams. • Monitor account health using telemetry, reporting, and customer feedback to proactively mitigate risk and identify value-add opportunities. • Conduct Quarterly Business Reviews (QBRs) and success planning with technical and business stakeholders. • Act as one Go-To-Market team with Sales, Renewals and CS. Collaborate with Support, Product and Operations teams on escalations, feature requests, and critical incident management. • Translate complex technical information into clear, actionable insights for customer teams. • Educate customers on roadmap reviews, new product features, threat intelligence, and industry developments through enablement sessions and advisory calls. • Contribute to internal process improvement and the development of reusable assets, such as playbooks, onboarding guides and AI agents.

🎯 Requirements

• Several years in a CS role in the cybersecurity or enterprise SaaS industry • General understanding of cybersecurity principles, tools, and frameworks, including endpoint protection, XDR, MDR and SIEM. • Extensive experience communicating and presenting effectively across technical audiences and senior executive stakeholders • Proven experience managing customer communication in both German and English across technical discussions, business reviews, and executive engagements. • Collaboration with sales partners and service providers. • Customer advisory and relationship management. • Strong communication skills with the ability to manage multiple stakeholders. • Experience supporting enablement, roadmap discussions, and product feedback loops. • Proactive risk identification and account health management. • Continuous improvement mindset. • Ownership, accountability, and customer focus. • Adaptability in global and fast-changing customer environments. • Cross functional collaboration both internally and externally.

🏖️ Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees. • 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.