Enterprise Customer Success Manager

Join Sophos, a global leader in cybersecurity, as an Enterprise Customer Success Manager. In this leadership role, you will lead the Americas Customer Success team, focusing on a scalable and efficient engagement model for a large volume of customers. You will manage customer engagement throughout the customer lifecycle, ensuring satisfaction and maximizing customer value. You will also play a key role in building out the team and its structure, working closely with other customer success teams, sales, operations, marketing, support, and product managers.

• Lead the Americas Customer Success team, focusing on scalable engagement models for a large volume of customers.
• Manage customer engagement throughout the customer lifecycle, ensuring satisfaction and maximizing customer value.
• Recruit, lead, and develop the Customer Success team, creating value-based plans and setting the stage for meeting KPIs and objectives.

• High energy, self-starter comfortable with ambiguity in entrepreneurial environments
• Must be willing to travel 25%
• Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment
• Cybersecurity experience a must
• Ability to identify bottlenecks within internal processes, and recommend solutions
• Ability to identify, analyze and find creative solutions to complex problems
• Strong customer-facing, cross-functional, relationship-building skills
• Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements
• 5+ years of experience managing a team
• A passion for teaching, developing, and growing others
• Capable of handling competing priorities and projects in a fast-paced environment
• 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company