Senior Manager, Customer Success (Enterprise)

Sophos
Canada
Workplace: RemoteFull timeUSD 98,400 - 164,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Customer-facing","Relationship-building","Cross-functional collaboration","Problem-solving"]

Lead the Americas Customer Success team for an enterprise segment, building a scalable engagement model across the customer lifecycle from deployment and adoption through renewal. Drive customer satisfaction and maximize customer value by setting KPI-focused plans, creating operational playbooks, and partnering cross-functionally with sales, support, product, and operations. Analyze customer data to improve experience, reduce churn, increase usage and adoption, and sustain profitable growth.

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Sophos
Sophos
1 day ago

Senior Manager, Customer Success (Enterprise)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead the Americas Customer Success team for an enterprise segment, building a scalable engagement model across the customer lifecycle from deployment and adoption through renewal. Drive customer satisfaction and maximize customer value by setting KPI-focused plans, creating operational playbooks, and partnering cross-functionally with sales, support, product, and operations. Analyze customer data to improve experience, reduce churn, increase usage and adoption, and sustain profitable growth.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Recruit and lead an Americas Customer Success team focused on improving customer experience and growing customer value.
  • •Create value-based plans and set up KPIs and objectives for the customer success team.
  • •Develop a scalable model and CSM playbook mapping the customer journey and key satisfaction moments.
  • •Optimize the Customer Success operational platform to improve processes and effectiveness.
  • •Partner across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and strong customer experience.
Travel: Medium travel

Pay and Benefits

Salary: USD 98,400 - 164,000 annually

Key Requirements

  • •5+ years of experience managing a team.
  • •7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company.
  • •Cybersecurity experience is required.
  • •Proven track record working with enterprise customers to drive success aligned with business goals.
  • •Comfort with ambiguity and the ability to handle competing priorities in a fast-paced environment.
Experience:B2B technologyCybersecurityEnterprise
Skills:LeadershipCustomer-facingRelationship-buildingCross-functional collaborationProblem-solving

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