Senior Customer Success Leader, Americas (Remote-First)

Sophos; Ottawa; Hybrid; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Remote-first working model

Hybrid options

LinkedIn Learning

Wellbeing program

EAP

Job summary

Sophos in Ottawa, Canada is seeking a senior leader to head the Americas Customer Success team, shaping the engagement model for a high-volume customer base. You will oversee deployment, adoption, renewal, and satisfaction, ensuring customers derive maximum value from Sophos solutions.

As a hands-on leader, you will recruit and structure the team, define value-based plans, drive KPIs, map the customer journey, and collaborate with sales, support, product, and operations to deliver seamless

Qualifications

• 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company.
• Cybersecurity experience a must.
• High energy, self-starter comfortable with ambiguity in entrepreneurial environments.
• Proven track record of working with customers to drive success aligned with business goals in Enterprise segment.
• Must be willing to travel 25%.
• Strong customer-facing, cross-functional relationship-building skills.
• 5+ years of experience managing a team.

Responsibilities

• Lead our Americas Customer Success team, recruiting and building its structure.
• Create value-based plans and set KPIs for the CS team.
• Develop a scalable model to support high volume of customers with touchpoints.
• Map the customer journey with a CS playbook and identify peak satisfaction points.
• Optimize the CS operations platform to improve processes and team effectiveness.
• Collaborate with onboarding, sales, support, product operations, and renewals for smooth handoffs.
• Drive growth and profitability by maximizing value, usage, upselling services and reducing churn.
• Analyze customer data to improve experience and articulate value.

Skills

CS Leadership

B2B Tech

Cybersecurity

Cross-functional

Travel 25%

Team Management

Data Analytics

Job description

Sophos in Ottawa, Canada is seeking a senior leader to head the Americas Customer Success team, shaping the engagement model for a high-volume customer base. You will oversee deployment, adoption, renewal, and satisfaction, ensuring customers derive maximum value from Sophos solutions.

As a hands-on leader, you will recruit and structure the team, define value-based plans, drive KPIs, map the customer journey, and collaborate with sales, support, product, and operations to deliver seamless