Manager, Customer Success (Enterprise)

Sophos
United States
Workplace: RemoteFull timeUSD 101,600 - 168,800 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Cross-functional collaboration","Problem-solving","Relationship-building","Prioritization"]

Lead Sophos’ Americas Enterprise Customer Success organization, building a scalable engagement model across the full customer lifecycle from deployment and adoption through renewal. Drive customer satisfaction and maximize customer value by setting KPI-driven plans, improving operational processes, developing a CSM playbook, and analyzing customer data. Partner with sales leadership and cross-functional teams (support, product, engineering, onboarding, renewals) to resolve issues, improve the product, and sustain growth while reducing churn.

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FursaFursa
Sophos
Sophos
16 hours ago

Manager, Customer Success (Enterprise)

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead Sophos’ Americas Enterprise Customer Success organization, building a scalable engagement model across the full customer lifecycle from deployment and adoption through renewal. Drive customer satisfaction and maximize customer value by setting KPI-driven plans, improving operational processes, developing a CSM playbook, and analyzing customer data. Partner with sales leadership and cross-functional teams (support, product, engineering, onboarding, renewals) to resolve issues, improve the product, and sustain growth while reducing churn.
Location: United States
Workplace: Remote
Employment Type: Full time · Permanent
Job Function: Customer Success & Account Management
Seniority: 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 to drive team KPIs and objectives, and build a scalable engagement model for high-volume customer touchpoints.
  • •Develop the CSM playbook by mapping the customer journey and identifying satisfaction peaks and critical points across the solution set.
  • •Optimize the Customer Success operational platform to improve team processes and effectiveness.
  • •Drive growth and profitability by maximizing value, usage, adoption, upselling services, and reducing churn while analyzing customer data to articulate value.
Travel: Medium travel

Pay and Benefits

Salary: USD 101,600 - 168,800 annually

Key Requirements

  • •5+ years managing a team and 7+ years as a CSM, account manager, or in a related customer-facing role at a B2B technology company.
  • •Demonstrated success driving customer outcomes aligned with business goals across the Enterprise segment.
  • •Proven track record partnering with regional sales leadership and coordinating with support, product, and engineering to resolve customer issues and drive improvements.
  • •Strong customer-facing and cross-functional relationship-building skills, with the ability to identify and solve complex problems creatively.
  • •Comfort handling competing priorities and projects in a fast-paced environment, including the ability to handle ambiguity and improve internal processes.
Experience:B2B technology
Skills:LeadershipCross-functional collaborationProblem-solvingRelationship-buildingPrioritization

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