The Role
As a Customer Success Manager, you will manage accounts, ensure satisfaction, build relationships, drive technology adoption, and monitor customer progress while maintaining high satisfaction levels and exploring upsell opportunities.
Summary Generated by Built In
About Us
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.
Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.
Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an “on-demand” CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. With customers, you will create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.
What You Will Do
- Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
- Establish key relationships within 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 customer’s business to achieve high levels of customer satisfaction, engagement, 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.
- Must be willing to travel
What You Will Bring
- 3+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus.
- Experience dealing with account spends of $80k USD and above.
- Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
- Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers
- Experience of 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 organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
- Solid technical acumen able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage
- Fluent to Native Japanese speaking ability to cater to Japan market.
#JE
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Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· 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
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos
Skills Required
- 3+ years' experience in customer success roles
- Experience dealing with account spends of $80k USD and above
- Fluent to Native Japanese speaking ability
- Ability to translate customer issues into business requirements
- Strong organizational skills for project management
- Solid technical acumen in cybersecurity
Sophos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sophos and has not been reviewed or approved by Sophos.
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Leave & Time Off Breadth — Time away is positioned as broad, with company-wide wellness days plus dedicated learning days and paid volunteer time.
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Parental & Family Support — Family-related leave appears more comprehensive than baseline offerings, including paid parental leave, caregiver leave, and extended bereavement leave.
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Wellbeing & Lifestyle Benefits — Wellbeing support is emphasized through always-available assistance resources and a Calm subscription, suggesting a lifestyle-oriented benefits approach.
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The Company
What We Do
Cybersecurity Evolved. As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.
