Full-Time Senior Customer Success Consultant
Sophos is hiring a remote Full-Time Senior Customer Success Consultant. The career level for this job opening is Senior Manager and is accepting Japan based applicants remotely. Read complete job description before applying.
Sophos
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About Sophos: Sophos is a global leader in advanced security solutions, defending against cyberattacks. It's the largest pure-play MDR provider, supporting 28,000+ organizations.
Role Summary: The Customer Success Manager (CSM) will manage strategic accounts, driving customer satisfaction and maximizing value from our Cybersecurity-as-a-service offerings. The role covers the entire customer lifecycle, from deployment to renewal.
Responsibilities:
- Manage named accounts, ensuring engagement and satisfaction.
- Develop key relationships with buyers and influencers.
- Partner with customers to create success plans, understanding their business needs.
- Deliver outstanding customer experiences and facilitate cross-sell/upsell of services and products.
- Monitor customer analytics and KPIs.
- Conduct regular business reviews, highlighting Sophos' value and progress.
- Coordinate activities across onboarding, sales, product operations, services, and renewals.
- Maximize value, drive usage, adoption, and upselling.
- Escalate high-impact customer issues for prompt resolution.
- Implement scalable programs and process improvements for customer success.
- Skills Required: 3+ years customer success experience; additional experience in customer support, sales, or business development is a plus.
Other important details:
- Willingness to travel.
- Ability to build strategic account plans and be a trusted advisor.
- Strong organizational skills.
- Understanding of revenue models and renewal processes.
- Solid technical acumen and cybersecurity knowledge.