Customer Success Manager
CanadaRemote
AI Summary
The Customer Success Manager leads assigned strategic accounts through the full lifecycle, ensuring adoption, satisfaction, and renewal while identifying upsell opportunities.
About this role
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. The CSM will have a portfolio of accounts and lead the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. You’ll leverage your expertise to guide our customers through their journey, maintain consistent engagement, ensuring they achieve their goals and derive maximum value from our products, as well as to identify opportunities for additional Sophos products and services.
What You Will Do
- Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
- Establish key relationships with 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 the customer’s business to achieve high levels of customer satisfaction, engagement, and 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.
What You Will Bring
- 3+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus.
- Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
- Experience in 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 organizations measure value and drive revenue with experience in recurring revenue sales models and renewal processes is an advantage.
- Cybersecurity experience is required.
Skills
Business DevelopmentCRMCustomer SuccessCustomer SupportCybersecurityMDRSaaSSalesSIEMXDR
