Sophos

Overview

This role will lead our Americas Customer Success team focusing on a highly scalable and efficient engagement model for a large volume of customers. The team will manage customer engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value.

Requirements & Eligibility

• 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
• Cybersecurity experience a must
• 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
• Must be willing to travel 25%

Key Responsibilities

• 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