Manager, Customer Success (Enterprise)
New
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SophosCybersecurity
Location: United States; Candidates applying for remote roles must reside in and be authorized to work in the country listed in the job posting.Full-TimeManager
SalaryIn the United States, the base salary for this role ranges from $101,600 to $168,800. In addition to base salary, we offer additional compensation including bonus eligibility.
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Job Details
- Experience
- 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.
- Required Skills
- CybersecurityCross-functional Team LeadershipCustomer Success
Requirements
- Bring cybersecurity experience.
- Have 5+ years of experience managing a team.
- Have 7+ years of experience as a CSM, Account Manager, or in a related customer-facing role at a B2B technology company.
- Demonstrate success working with Enterprise customers and aligning customer outcomes with business goals.
- Have experience partnering with regional sales leadership and support, product, and engineering teams to resolve customer issues and drive product improvements.
- Be able to teach, develop, and grow others.
- Bring customer-facing, cross-functional, and relationship-building skills.
- Be able to identify, analyze, and creatively solve complex problems.
- Be able to manage competing priorities and projects in a fast-paced environment.
- Be able to identify internal process bottlenecks and recommend solutions.
- Be willing to travel 25%.
Responsibilities
- Recruit and lead an Americas Customer Success team focused on improving customer experience and growing customer value.
- Create value-based plans and establish KPIs and objectives for the customer success team.
- Develop a scalable engagement model for a high volume of customers.
- Develop the CSM playbook by mapping the customer journey and identifying satisfaction peaks and critical points across the solution set.
- Optimize the Customer Success operational platform to improve team processes and effectiveness.
- Coordinate with onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and customer experience.
- Drive usage, adoption, service upselling, and churn reduction to support growth and profitability.
- Analyze customer data to improve the experience and articulate value.
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