Manager, Customer Success – Enterprise

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $101.6k - $168.8k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 • Create value-based plans and establish KPIs and objectives for the customer success team • Develop a scalable model to support a high volume of customers while delivering necessary customer touchpoints • Develop the CSM playbook, map the customer journey, and identify peak satisfaction 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 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

• Cybersecurity experience a must • 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 • Proven track record of working with customers to drive success aligned with business goals • Experience successfully working with customers across the Enterprise segment • Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams • 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 • 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