Senior Manager of Customer Success (Enterprise)

Join Sophos, a global leader in cybersecurity, as the Senior Manager of Customer Success (Enterprise). 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 be responsible for managing customer engagement throughout the customer lifecycle, from deployment and adoption to renewal, 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 a scalable engagement model for a large volume of customers.
• Recruit, develop, and manage a high-performing Customer Success team, creating value-based plans and setting KPIs.
• Collaborate with cross-functional teams to ensure smooth handoffs and optimal customer experience, driving usage, adoption, and upselling services.

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