Manager, Customer Success (Enterprise)

Sophos is seeking a Manager, Customer Success (Enterprise) to lead its Americas Customer Success team. The role focuses on building a scalable customer engagement model, improving customer experience and value throughout the lifecycle, and collaborating with sales, operations, marketing, support, and product teams.

Responsibilities:

• 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

Requirements:

• Cybersecurity experience a must
• 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
• 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%