Customer Success Manager- Scale

About Us

Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

This role will drive value of our “tech and low touch” customer experience for a large number of customers. You will deliver strategic outreach initiatives to connect our customers to great value and usage of Sophos suite of products, while reactively directing their follow-up needs to the relevant groups. The intention of this role is to help onboard and engage Sophos customers and set them up to succeed and grow with us; to constantly evolve our approach and ensure a great customer experience as Sophos grows and changes. This is an incredible and unique opportunity to help design, build, and implement customer success models at scale.

What You Will Do

• Help develop scalable onboarding and ongoing engagement materials to drive fast time-to-value and ultimately positively influence customer retention and expansion.
• Deploy a range of outreach initiatives, aiming to deliver value in all stages of the customer lifecycle and evolve over time to remain best-in-class.
• Work with Renewals, UX, Product, and all manner of CS teams to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others.
• Identify risk triggers and work with CS leadership to develop re-engagement strategies.
• Help support revenue growth by identifying opportunities for cross-sell and upsell.
• Perform timely escalation of customer queries to the appropriate teams within Sophos; understanding when to escalate vs. when to problem solve/deep dive.
• Maintain monthly (or more frequent) customer pulse metrics with access to utilization, engagement, and health data.
• Conduct effective and engaging post-onboarding check-ins.

What You Will Bring

• 1+ years’ experience in customer success roles, additional experience in customer support, sales, or customer marketing is a plus.
• Bilingual in Spanish and/or Portuguese alongside English is a huge asset
• Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
• Proven ability to produce and deliver compelling customer materials to drive business objectives.
• 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.
• Experience employing a one-to-many approach globally.

In Canada, the base salary for this role ranges from $67,000 to $111,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs. 

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit

· Employee-led diversity and inclusion networks that build community and provide education and advocacy

· Annual charity and fundraising initiatives and volunteer days for employees to support local communities

· Global employee sustainability initiatives to reduce our environmental footprint

· Global fitness and trivia competitions to keep our bodies and minds sharp

· Global wellbeing days for employees to relax and recharge 

· Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. 

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact [email protected].