Senior Customer Advocate

The Customer Success Organization is responsible for our most strategic customers, primarily covering Cybersecurity as a service offering. 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.

Key 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 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 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

What We're Looking For

• 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

• Remote-first working model with flexible work arrangements
• Opportunity to work with a diverse and inclusive team
• Competitive salary and benefits package
• Professional development opportunities
• Access to cutting-edge technology and resources

We're committed to creating a diverse and inclusive environment where everyone feels valued and empowered to succeed. We believe that diversity, combined with excellence, builds a better us, so we encourage applicants who can contribute to the richness of our team. 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.