The Role
About Us
Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
As Senior Director of Journey Management and Customer Success Operations, you will own the strategy, design, and execution of our end-to-end customer journey—from onboarding to renewal and expansion. You’ll lead efforts to enhance every customer interaction, optimize operations, and enable our Customer Success teams to deliver measurable value and outcomes. This is a pivotal leadership role that bridges data, systems, people, and process to ensure our customers succeed and stay secure.
What You Will Do
- Architect and continuously refine the customer journey, identifying critical touchpoints to drive adoption, engagement, and retention.
- Develop persona-based lifecycle strategies that support key segments (e.g., high touch, medium touch, tech touch)
- Lead journey orchestration initiatives across multiple functional areas, including but not limited to Customer Success, Product, Support, Renewals, and Professional Services.
- Build out the digital components of the customer journey via multiple surfaces (email, product, webinar, community) and partner with the Customer Success and GTM Enablement teams to build playbooks for the human-delivered components of the journeys
- Drive and evolve our Voice of the Customer (VoC) program to ensure critical customer feedback is being actioned across the company
- Own the implementation of customer journeys into our customer success platform with both health-based and time-based triggers to ensure that the right action is taken at the right time to ensure customers realize the value of their investment
- Own the vision for CS technology stack evolution
- Partner with Product and Engineering to influence product roadmaps through deep understanding of customer pain points and behavior.
- Act as a strategic advisor to the executive team on customer journey innovation, digital transformation, and risk mitigation.
- Lead, mentor, and grow a high-performing team
What You Will Bring
- 10+ years of experience in Customer Success, Customer Experience, or related customer-facing functions, with 5+ years in a leadership/operations role.
- Experience in the cybersecurity, SaaS, or enterprise software industry strongly preferred.
- Proven ability to design and scale customer journeys and operations in a fast-growing, complex environment.
- Strong familiarity with customer health metrics (NPS, CSAT, CES, etc.)
- Deep familiarity with customer success and digital adoption platforms (e.g., Churnzero, Gainsight, Salesforce, Whatfix, Pendo, etc.)
- Strong data orientation with a passion for solving complex problems through process, systems, and technology.
- Excellent executive communication, stakeholder alignment, and team leadership skills.
- Strategic mindset with a customer-first attitude and a bias for action.
In Canada, the base salary for this role ranges from $169,000 to $281,000. In the United States, the base salary for this role ranges from $173,000 to $288,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.
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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. Please refer to the location details in our job postings for further information.
· 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
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.
