Customer Success Manager

5 days ago

Australia Sophos Group Full time

About Us

Sophos Group is a global leader in advanced security solutions, dedicated to defeating cyberattacks and protecting organizations from various threats. As a pioneer in the cybersecurity industry, Sophos Group defends over 600,000 organizations and 100 million users worldwide, leveraging its expertise in endpoint, network, email, and cloud security technologies.

Our Mission

We strive to provide unparalleled cybersecurity-as-a-service to our clients, empowering them to navigate the ever-evolving threat landscape with confidence. Our Adaptive Cybersecurity Ecosystem, powered by Sophos X-Ops, enables seamless integration and optimization of our solutions, ensuring maximum value for our customers.

Job Summary

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success Organization, you will be responsible for driving success with our most strategic customers, primarily those utilizing our Cybersecurity as a Service offering. Your primary focus will be on managing a portfolio of accounts, establishing key relationships, and developing strategic account plans to ensure customer satisfaction and maximize value.

Key Responsibilities

  • Account Management: Manage a portfolio of named accounts, ensuring engagement and satisfaction throughout the customer lifecycle.
  • Relationship Building: Establish and maintain strong relationships with key buyers and influencers within customer accounts, leveraging these connections to drive customer success.
  • Strategic Planning: Partner with customers to develop joint plans for success, maintaining a deep understanding of their business needs and goals.
  • Customer Experience: Deliver exceptional customer experiences, supporting our brand promise of delivering superior cybersecurity outcomes and facilitating cross-sell and upsell opportunities.
  • Analytics and KPIs: Monitor customer analytics and key performance indicators to reinforce the value of our solutions and identify areas for improvement.
  • Business Reviews: Conduct regular business reviews, clearly articulating the specific value our services deliver to customers and progress on customer milestones and goals.
  • Team Collaboration: Coordinate activities with associated roles across onboarding, sales, product operations, services, and renewals to ensure seamless handoffs and optimal customer experiences.
  • Business Growth: Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
  • Escalation Point: Act as an escalation point for high-impact customer issues, ensuring timely resolution through collaboration with internal teams.
  • Process Improvement: Contribute to the development of scalable programs and process improvements to drive efficiency in internal customer success processes and enhance customer experiences.

Requirements

  • Experience: 3+ years in customer success roles, with additional experience in customer support, sales, or business development a plus.
  • Communication Skills: Exceptional ability to communicate and foster positive business relationships, with a strong track record of driving success with customers.
  • Technical Acumen: Solid understanding of cybersecurity concepts and technologies, with the ability to explain the benefits of different solutions to customers.
  • Business Acumen: Strong understanding of how organizations measure value, drive revenue, and manage renewal processes.

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