Director, Enterprise Customer Success

Sophos
United States
Workplace: RemoteFull timeUSD 146,400 - 244,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Leadership","Mentoring","Analytics","Stakeholder management","Cross-functional collaboration"]

Own the enterprise customer journey from onboarding through renewal, defining lifecycle strategy, health scoring, and expansion motions to reduce churn and maximize recurring revenue. Lead and scale a high-performing Customer Success team, serve as the escalation point for complex issues, and drive executive alignment with enterprise stakeholders. Collaborate cross-functionally with Sales, Marketing, and Product to align needs, influence roadmap priorities, and improve adoption friction through metrics and operational excellence.

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Sophos
Sophos
1 month ago

Director, Enterprise Customer Success

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Last checked: 2 hours agoStatus: Live

Job Summary

Own the enterprise customer journey from onboarding through renewal, defining lifecycle strategy, health scoring, and expansion motions to reduce churn and maximize recurring revenue. Lead and scale a high-performing Customer Success team, serve as the escalation point for complex issues, and drive executive alignment with enterprise stakeholders. Collaborate cross-functionally with Sales, Marketing, and Product to align needs, influence roadmap priorities, and improve adoption friction through metrics and operational excellence.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Define and optimize the customer journey from onboarding to renewal, including lifecycle policies aligned to product capabilities and client goals.
  • •Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue.
  • •Recruit, mentor, and scale a high-performing team of Customer Success Managers (CSMs).
  • •Serve as the ultimate escalation point for complex client challenges and translate technical solutions into clear financial outcomes.
  • •Collaborate with Sales, Marketing, and Product to align on customer needs, influence product roadmaps, and remove adoption friction; maintain performance metrics, dashboards, and reports.

Pay and Benefits

Salary: USD 146,400 - 244,000 annually
Perks:Remote Work

Key Requirements

  • •10+ years of experience in enterprise account management, with a proven track record in a Cyber/SaaS environment.
  • •Strong knowledge of customer success tools, systems, and processes.
  • •Experience using operational metrics, analytics, and business performance reporting.
  • •Ability to inspire, motivate, and develop others while fostering an inclusive team culture.
  • •Experience managing high-performing customer success teams in the cyber space.
Experience:10+ yearsCyberSaaSCybersecurity
Skills:LeadershipMentoringAnalyticsStakeholder managementCross-functional collaboration
Tech Stack:Machine learningAutomationMDRXDRITDRSIEM

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Sophos
Provides enterprise cybersecurity software and services including endpoint protection, network security, cloud security, encryption, and managed threat response to protect organizations from advanced threats and ransomware.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Abingdon, United Kingdom
Founded: 1985
WebsiteLinkedIn