Manager, Customer Success (Enterprise)
Full Job Posting
What You Will Do
- Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value.
- Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team.
- Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints.
- Develop the CSM playbook, mapping the customer journey and identifying peak points of satisfaction as well as critical points across the solution set.
- Help optimize the Customer Success operational platform to improve processes and effectiveness of the team.
- Work closely with associated roles across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience.
- Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
- Analyse customer data to improve the experience and articulate value.
What You Will Bring
Cybersecurity experience a must
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.
Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment
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.
A passion for teaching, developing, and growing others
Strong customer-facing, cross-functional, relationship-building skills
Ability to identify, analyze and find creative solutions to complex problems
Capable of handling competing priorities and projects in a fast-paced environment
High energy, self-starter comfortable with ambiguity in entrepreneurial environments
Ability to identify bottlenecks within internal processes, and recommend solutions
Must be willing to travel 25%
About Sophos
Sophos is a global cybersecurity company providing managed detection and response alongside endpoint, network, email, and cloud security technologies. Its AI-driven platform and expert-led services help organizations prevent, detect, and respond to cyberattacks.
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