Role Summary
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.
What You Will Do
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.
What You Will Bring
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.
Cybersecurity experience a must
Proven track record of working with customers to drive success aligned with business goals 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 to resolve customer issues and drive product improvements.
A passion for teaching, developing, and growing others
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
High energy, self-starter comfortable with ambiguity in entrepreneurial environments
Ability to identify bottlenecks within internal processes, and recommend solutions
Must be willing to travel 25%
Skills Required
- 5+ years of experience managing a team
- 7+ years of experience as a Customer Success Manager, Account Manager, or related customer-facing role at a B2B technology company
- Cybersecurity experience
- Experience driving customer success aligned with business goals across the Enterprise segment
- Experience partnering with regional sales leadership, support, product, and engineering teams
- Ability to teach, develop, and grow team members
- Strong customer-facing, cross-functional, and relationship-building skills
- Ability to identify, analyze, and solve complex problems creatively
- Ability to manage competing priorities and projects in a fast-paced environment
- Comfort working independently and with ambiguity in entrepreneurial environments
- Ability to identify internal process bottlenecks and recommend solutions
- Willingness to travel 25%
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.
-
Leave & Time Off Breadth — Time away is positioned as broad, with company-wide wellness days plus dedicated learning days and paid volunteer time.
-
Parental & Family Support — Family-related leave appears more comprehensive than baseline offerings, including paid parental leave, caregiver leave, and extended bereavement leave.
-
Wellbeing & Lifestyle Benefits — Wellbeing support is emphasized through always-available assistance resources and a Calm subscription, suggesting a lifestyle-oriented benefits approach.
Sophos Insights
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.
