Sophos1mo ago

Customer Success Manager

JapanRemotePermanentmid

Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

About Us Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services.

Technical Tools

customer-successcustomer-supportcybersecuritymachine-learning

About Us

Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.

Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.

Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an “on-demand” CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. With customers, you will create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.

Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.

Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns.

Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.

Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer’s business to achieve high levels of customer satisfaction, engagement, adoption of Sophos technology.

Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell of services and products

Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.

Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.

Coordinate activities of associated roles across onboarding, sales, product operations, services, 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.

Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution

Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

Must be willing to travel

3+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus.

Experience dealing with account spends of $80k USD and above.

Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.

Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers

Experience of translating customer issues and needs into business or solution requirements.

Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans.

Excellent organizational skills and ability to establish milestones and keep project plans on task.

Understanding how organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage.

Solid technical acumen able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage

Fluent to Native Japanese speaking ability to cater to Japan market.