Team Lead, Customer Success(High Touch)

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

Sophos is looking for a highly experienced Customer Success professional with leadership and relationship management skills to help drive the highest level of satisfaction for Sophos customers. As a Customer Success Team Lead, you will be responsible for leading a team of Customer Success Managers within your assigned region and their execution of Customer Success processes and procedures. Your role will involve handling complex Customer Success issues, ensuring timely resolution to escalations, collaborating with cross-functional teams, and implementing continuous improvement initiatives. Additionally, you will foster a culture of innovation, knowledge sharing, and professional development for Customer Success team members. This role will provide ongoing assistance to leadership in meeting organizational objectives. 

What You Will Do

• Lead and oversee the day-to-day responsibilities of the Customer Success Managers, delivering successful business outcomes for the Sophos customer base.
• Manage a high-performing team of CSMs that deliver an outstanding customer experience and superior cybersecurity outcomes aiming to cross-sell and upsell of services and products
• Monitor the team’s metrics and KPIs to ensure program compliance, quality delivery, and objectives are being met
• Mentor and train the CSM team to level up skills, drive quality outcomes such as revenue retention and renewal, and support their growth.
• Support ongoing adoption and strategy to ensure customers understand and maximize value from their investment in Sophos.
• Serve as the primary point of contact for escalation, feedback or concerns, ensuring all internal and external escalations are resolved in a timely manner with minimal impact on customer experience.
• Provide subject matter expertise for your team on the Sophos products and Customer Success operations, staying updated on the latest best practices to enable effective team performance.
• Collaborate with cross-functional teams (Sales, Ops, Engineering, Account Team, Technical Support) to address and resolve customer and partner concerns.
• Monitor team performance and ensure customer engagement is consistently delivered, adhering to Sophos standards and guidelines.
• Contribute to the selection process for new team members and provide input into the annual salary review process.
• Address team issues, including conflict resolution, and maintain a positive team dynamic.
• Communicate goals, assignments, and company/department strategy effectively to direct reports and team members.
• Provide regular activity rollup reports to the Manager, APJ Customer Success.
• Foster a culture of innovation, knowledge sharing, and professional development within the team.
• Remain the primary owner of communication for assigned customers, delivering the highest level of customer satisfaction for our top tier accounts. 

What You Will Bring

• Independent judgment to identify, address, and help resolve systemic problems.
• Experience training team members on processes and procedures.
• Desire to share skills and knowledge with others, fostering productive internal and external working relationships.
• Exposure to a multitude of customer escalation scenarios, including disgruntled customers, feature development requests, and critical service-related issues
• At least 3+ years of leadership experience in a Customer Success role is required. With previous experience as a Customer Success Manager (CSM) with a background in cybersecurity are also strongly preferred.
• Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
• Strong presentation and communication skills, verbal and written
• Project management skills, with proven results working as a reliable advisor to drive business value for customers
• Passion for driving customer engagement and team performance
• Flexibility for travel (if needed)
• Open to attend to regional meetings at different times as needed by the business when applicable.W

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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].