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Customer Success Manager High Touch Vacancy
2 weeks ago
About Us
Sophos is a global leader in the field of advanced security solutions. The company has pioneered innovative, AI-optimized services, technologies, and products that have redefined the cybersecurity industry. By acquiring Secureworks, Sophos has become the largest pure-play Managed Detection and Response (MDR) provider, supporting over 28,000 organizations worldwide. In addition to MDR, Sophos offers a comprehensive portfolio of endpoint, network, email, and cloud security solutions that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides market-leading Taegis XDR/MDR, identity threat detection and response, next-gen SIEM capabilities, managed risk, and advisory services. Sophos delivers these solutions through reseller partners, Managed Service Providers (MSPs), and Managed Security Service Providers (MSSPs) globally, defending over 600,000 organizations from cyber threats.
Job Overview
The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. As a Customer Success Manager (CSM), you will be responsible for managing a portfolio of accounts and serving as an "on-demand" CSM, leading customer engagement throughout their lifecycle. Your goal will be to ensure satisfaction and maximize customer value by creating and implementing success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.
Your Responsibilities
- Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
- Establish key relationships within the customer organization, 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 customer's lifecycle.
- 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 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.
