Customer Success Manager (Enterprise)

• This role will lead our Americas Customer Success team focusing on a highly scalable and efficient engagement model for a large volume of customers. The team will manage customer engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value
• The leadership role will play a key part in building out the team and its structure, working closely with other customer success teams, sales, operations, marketing, support, and product managers
• Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value
• Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team
• Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints
• Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set
• Help optimize the Customer Success operational platform to improve processes and effectiveness of the team
• Work closely with associated roles across onboarding, sales, support, product operations, 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
• Analyse customer data to improve the experience and articulate value

Benefits

• We encourage teams to get together in person periodically to help facilitate teamwork
• Remote-first working model & hybrid options
• Flexible start and end times for many roles
• Leadership development program
• Access to LinkedIn Learning
• Global internal coaching program (Coach Match)
• Periodic Sophos wellness days off for all Sophos to help employees relax and recharge
• Global wellbeing program, which offers a range of wellbeing resources, including Sophos Wellbeing Webinars, Stress Management Toolkits, and Developing Resilience Courses
• Free Employee Assistance Program (EAP) for confidential advice and counseling on a wide range of work and personal issues
• Free annual subscription to the Calm app
• Paid parental leave, caregiver leave & bereavement/compassion leave available
• We host some unforgettable social experiences for our global teams including our music festival SOPH-Fest, go-karting, Sophmudder, and incredible holiday parties!
• Our annual global fitness challenge, SOPH-Fit, sees thousands of employees taking part in our virtual global race around the world
• Each quarter, we celebrate our exceptional global team by running the Sophos Values Awards, which recognizes and rewards employees who embody the Sophos values and who we are as a company
• Health care benefits available worldwide

• 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
• A passion for teaching, developing, and growing others
• 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company
• Cybersecurity experience a must
• High energy, self-starter comfortable with ambiguity in entrepreneurial environments
• Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment
• Ability to identify bottlenecks within internal processes, and recommend solutions
• Must be willing to travel 25%
• Strong customer-facing, cross-functional, relationship-building skills
• Capable of handling competing priorities and projects in a fast-paced environment
• Ability to identify, analyze and find creative solutions to complex problems
• 5+ years of experience managing a team