Customer Success Manager

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeCustomer Full time $90,000 - $120,000

Job Title: Customer Success Manager - Strategic Account Executive

Job Description:

The Customer Success Organization focuses on our most strategic customers, primarily covering our cybersecurity as a service offering. The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an 'on-demand' CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value.

Key Roles and Responsibilities:
  • 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.
What You Will Bring:
  • 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.
About This Job:

As a Customer Success Manager at Sophos, you will play a critical role in driving customer success and growth across our most strategic accounts. With a focus on building strong relationships and delivering exceptional customer experiences, this is an exciting opportunity to join a dynamic team and contribute to the company's mission to deliver superior cybersecurity outcomes.

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