Senior Manager, Customer Success (Enterprise)

Sophos Group; Canada; Hybrid; CAD 98,000 - 164,000; Full time

Job summary

Sophos Group in Canada seeks a Senior Director of Americas Customer Success to lead a high-volume CS operation across deployments, adoption, and renewals. You will build the team and structure, partner with sales, support, product, and operations to maximize customer value.

You will recruit, develop, and coach CS managers, drive value-based KPIs, and scale processes to handle growth while reducing churn. Travel up to 25% is expected.

Qualifications

• 5+ years of experience managing a team.
• 7+ years as a CSM/Account Manager in a B2B technology company.
• Cybersecurity experience is a must.
• Experience aligning CS with sales, support, product and engineering.
• Willingness to travel 25%.

Responsibilities

• Recruit and lead an Americas CS team and improve customer experience.
• Create value-based plans and KPI objectives for CS.
• Develop scalable model for high-volume customers with touchpoints.
• Develop the CS playbook mapping the customer journey and peak satisfaction points.
• Optimize CS platform to improve processes and effectiveness.
• Coordinate handoffs with onboarding, sales, support, product ops, and renewals.
• Sustain growth and profitability by maximizing value, usage, upsell, and reducing churn.
• Analyze customer data to improve the experience and articulate value.

Skills

Team leadership

Customer success

Cybersecurity

Enterprise experience

Cross-functional collaboration

Coaching & mentoring

Problem solving

Travel 25% willingness

Job description

Role Summary

This role will lead our Americas Customer Success team focusing on a highly scalable and efficient engagement model for a large volume of customers. The team will manage customer engagement throughout the customer lifecycle from deployment and adoption through renewal, ensuring satisfaction and maximizing customer value. The leadership role will play a key part in building out the team and its structure, working closely with other customer success teams, sales, operations, marketing, support, and product managers.

What You Will Do

• Recruit and lead an Americas Customer Success team, targeted at improving ourcustomerexperience and growing customer value.
• Create value-based plans and set the stage for meeting KPIs andobjectivesfor the customer success team.
• Help to create a scalable model to support the high volume of customers and still deliver the necessary customer touchpoints.
• Develop the CSM playbook, mapping the customer journey andidentifyingpeak points of satisfaction as well as critical points across the solution set.
• Helpoptimizethe Customer Success operational platform to improve processes and effectiveness of the team.
• Work closely with associated roles across onboarding, sales, support, product operations, and renewals to ensure smooth handoffs andoptimalcustomer experience.
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Analyse customer data to improve the experience and articulate value.

What You Will Bring

• 5+ years of experience managing a team
• 7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company.
• Cybersecurity experience a must
• Proven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segment
• Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvements.
• A passion for teaching, developing, and growing others
• Strong customer-facing, cross-functional, relationship-building skills
• Ability to identify, analyze and find creative solutions to complex problems
• Capable of handling competing priorities and projects in a fast-paced environment
• High energy, self-starter comfortable with ambiguity in entrepreneurial environments
• Ability to identify bottlenecks within internal processes, and recommend solutions
• Must be willing to travel 25%

In Canada, the base salary for this role ranges from $98,400 to $164,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

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