Customer Success Manager

Role Overview

• 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

Requirements

• 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.
• 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.

Tech Stack

• Cyber Security

Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
• 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