Customer Success Manager - German speaking (m/f/d)

To serve as a single point of contact for mid-size to enterprise customers from various industries, guiding them through onboarding, deployment, configuration, and adoption of Sophos solutions. The role is focused on helping customers achieve their security goals, improve solution value realization, and strengthen long-term engagement through technical guidance, proactive risk mitigation, and ongoing success planning with both operational and strategic stakeholders.

What You Will Do:

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.

What You Will Bring:

• 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