Strategic Account Growth Manager

The Customer Success Organization focuses on our most strategic customers, primarily covering our cybersecurity offerings. The Customer Success Manager (CSM) will have a portfolio of accounts and serve as an "on-demand" CSM, leading the engagement throughout the customer lifecycle from deployment and adoption through renewal to ensure satisfaction and maximize customer value.

With customers, you will create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional products and services.

Sophos is a global leader in advanced security solutions, innovating to defeat cyberattacks. Acquiring Secureworks brought together two pioneers that redefined the cybersecurity industry with their AI-optimized technologies and products. As the largest pure-play Managed Detection and Response provider, Sophos supports over 28,000 organizations worldwide. Our comprehensive portfolio includes industry-leading endpoint, network, email, and cloud security, all interoperating and adapting to defend through the Sophos Central platform.

Secureworks contributes Taegis XDR/MDR capabilities, identity threat detection, next-gen SIEM capabilities, managed risk advisory services, and more. These solutions are sold through reseller partners, Managed Service Providers (MSPs), and Managed Security Service Providers (MSSPs) worldwide, defending over 600,000 organizations against phishing, ransomware, data theft, and other cybercrimes.

• 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 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 technology.
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and facilitate 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 we're 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, and reducing churn.
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams 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.

• 3+ years' experience in customer success roles, with additional experience in customer support, sales, or business development beneficial.
• Experience dealing with account spends of $80k USD and above.
• Exceptional ability to communicate and foster positive business relationships, comfortable being accountable for driving success with customers.
• Experience 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, drive revenue with experience of recurring revenue sales models and renewal processes advantageous.
• Solid technical acumen able to explain the benefits of different technologies, strong cybersecurity knowledge beneficial.
• Fluent to Native Japanese speaking ability to cater to the Japan market.

• Remote-first working model with remote work as the primary option for most employees.
• Employee-led diversity and inclusion networks building community and providing education and advocacy.
• Annual charity and fundraising initiatives and volunteer days supporting local communities.
• Global employee sustainability initiatives reducing our environmental footprint.
• Global fitness and trivia competitions keeping our bodies and minds sharp.
• Global wellbeing days relaxing and recharging.
• Monthly wellbeing webinars and training supporting employee health and wellbeing.

We're proud of our diverse and inclusive environment and committed to equality of opportunity. We believe diversity combined with excellence builds a better us, so we encourage applicants who can contribute to our team's diversity. All applicants will be treated fairly and equally regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity, or sexual orientation.