Customer Success Manager, Scale (APJ Shift)

Sophos; United States; Remote; USD 80,000 - 115,000; Full time

Job summary

Join a leading cybersecurity firm as a Customer Success Manager, where you'll enhance customer engagement and retention strategies. You'll be instrumental in onboarding customers, driving product value, and ensuring a positive experience in the evolving cybersecurity landscape at Sophos.

Benefits

Remote-first working model

Annual charity and fundraising initiatives

Global employee sustainability initiatives

Monthly wellbeing webinars

Employee-led diversity networks

Qualifications

• 2+ years of experience in customer success roles.
• Fluent written and spoken English required.
• Experience with recurring revenue sales models is a plus.

Responsibilities

• Help develop onboarding and ongoing engagement materials.
• Work with Renewals and CS teams to understand customer segments.
• Conduct effective post-onboarding check-ins.

Skills

Communication

Relationship Management

Project Management

Customer Retention

Job description

Customer Success Manager, Scale (APJ Shift)

Req#: ae9e5411-9520-4bdc-a44d-0164d852fc98

About Us

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

This role will drive value to our “tech and low touch” customer experience for a large number of customers. You will deliver strategic outreach initiatives to connect our customers to great value and usage of Sophos suite of products, while reactively directing their follow-up needs to the relevant groups. The intention of this role is to help onboard and engage Sophos customers and set them up to succeed and grow with us; to constantly evolve our approach and ensure a great customer experience as Sophos grows and changes. This is an incredible and unique opportunity to help design, build, and implement customer success models at scale.


What You Will Do
• Help develop scalable onboarding and ongoing engagement materials to drive fast time-to-value and ultimately positively influence customer retention and expansion.
• Deploy a range of outreach initiatives, aiming to deliver value in all stages of the customer lifecycle and evolve over time to remain best-in-class.
• Work with Renewals, UX, Product, and all manner of CS teams to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others.
• Identify risk triggers and work with CS leadership to develop re-engagement strategies.
• Help support revenue growth by identifying opportunities for cross-sell and upsell.
• Perform timely escalation of customer queries to the appropriate teams within Sophos; understanding when to escalate vs. when to problem solve/deep dive.
• Maintain monthly (or more frequent) customer pulse metrics with access to utilization, engagement, and health data.
• Conduct effective and engaging post-onboarding check-ins.
What You Will Bring
• 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus.
• Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
• Proven ability to produce and deliver compelling customer materials to drive business objectives.
• Excellent organizational skills and ability to establish milestones and keep project plans on task.
• Understanding how organizations measure value and drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
• Experience employing a one-to-many approach globally.
• Fluent written and spoken English required.
• Amenable to work on APJ Shift (9AM – 6PM schedule).



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Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit

· Employee-led diversity and inclusion networks that build community and provide education and advocacy

· Annual charity and fundraising initiatives and volunteer days for employees to support local communities

· Global employee sustainability initiatives to reduce our environmental footprint

· Global fitness and trivia competitions to keep our bodies and minds sharp

· Global wellbeing days for employees to relax and recharge

· Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other 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 relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos

About the company

Sophos Group plc is a British based security software and hardware company.

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