Full-Time Customer Success Consultant

About Sophos: Sophos is a global leader in cybersecurity, providing advanced solutions for organizations.

Role Summary: The Customer Success Manager (CSM) leads engagement with strategic accounts throughout the customer lifecycle, ensuring satisfaction and maximizing customer value.

Responsibilities:

• Manage accounts, focusing on engagement and satisfaction throughout the customer journey.
• Establish key relationships with customers to promptly address needs and concerns.
• Partner with customers to build success plans and understand their business to maximize satisfaction and adoption.
• Provide an exceptional customer experience, facilitating cross-sell and upsell opportunities.
• Monitor customer analytics and KPIs to improve the customer experience and optimize the solution.
• Conduct regular business reviews to communicate value and progress.
• Coordinate activities across teams to ensure a smooth customer experience.
• Drive business growth and profitability by maximizing value and reducing churn.
• Escalate high-impact issues to the appropriate teams for resolution.
• Contribute to scalable programs and process improvements within the CSM team.

Qualifications:

• Experience in customer success, customer support, sales, or business development is a plus.
• Strong communication and relationship-building skills.
• Ability to translate customer needs into business requirements.
• Experience advising senior executives in large organizations.
• Excellent organizational skills and project management skills.
• Understanding of value measurement, recurring revenue sales, and renewal processes.
• Strong cybersecurity knowledge.
• English fluency required.

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