Senior Customer Success Manager

Senior Customer Success Manager - Japanese Speaker
Role Summary
The Customer Success Manager (CSM) will manage a portfolio of accounts, serve as an on-demand CSM, and lead engagement throughout the customer lifecycle from deployment and adoption to renewal to ensure satisfaction and maximize customer value. You will create and implement success plans that drive desired customer outcomes and identify opportunities for additional Sophos products and services.
What You Will Do
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 client needs and concerns
Develop strong relationships with buyers and influencers in customer accounts and leverage these during the lifecycle
Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer's business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology
Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate cross-sell and upsell of services and products
Monitor customer analytics and KPIs to reinforce the value of the solution and identify areas to improve the customer experience
Conduct regular business reviews, articulating the value of Sophos services and progress on milestones and goals
Coordinate activities across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience
Drive growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn
Act as an escalation point for high-impact customer issues and coordinate cross-functional resolution
Contribute to scalable programs and process improvements to improve internal customer success processes and customer experience
Willingness to travel
What You Will Bring
3+ years' experience in customer success roles; additional experience in customer support, sales, or business development is a plus
Experience managing accounts with annual spends of $80k USD and above
Strong ability to communicate and build positive business relationships and to be accountable for driving customer success
Experience translating customer issues into business or solution requirements
Ability to be a trusted advisor to senior executives in large organizations and to build strategic account plans
Excellent organizational skills and ability to establish milestones and keep projects on task
Understanding how organizations measure value and drive revenue, with experience in recurring revenue models and renewals an advantage
Solid technical acumen with the ability to explain technology benefits; cybersecurity knowledge is an advantage
Fluent/native-level Japanese speaking ability to cater to the Japan market
Data Protection
If you choose to explore an opportunity and share your CV or personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other opportunities. If you would like Sophos to delete or update your details, follow the steps in the Privacy Policy describing your rights. For more information, consult Sophos' Privacy Policy.
Our Commitment To You
We're proud of the diverse and inclusive environment at Sophos and are committed to equality of opportunity. All applicants will be treated fairly and in accordance with the law regardless of gender, race, religion or belief, color, age, disability, or sexual orientation. If there are adjustments needed in the recruitment process to support you, please let us know.
Job Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Other
Industries: Software Development
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