Director, Enterprise Customer Success

Sophos; United States; On-site; USD 146,400 - 244,000; Full time

Job summary

Sophos, a cybersecurity leader, is seeking a Director, Enterprise Customer Success to drive strategic alignment, reporting, and operational excellence across large enterprise accounts. You will shape onboarding, renewal strategies, and cross-functional collaboration with Sales, Marketing, and Product to maximize value for customers.

The role requires 10+ years in enterprise account management within Cyber/SaaS, deep knowledge of CS tools and metrics, and the ability to build and mentor a

Qualifications

• 10+ years in enterprise CS/Account management.
• Deep knowledge of CS tools, metrics, and processes.
• Proven leadership in fast-paced cyber/SaaS environments.

Responsibilities

• Define onboarding to renewal lifecycle and value realization.
• Monitor health, renewals, and expansion signals to minimize churn.
• Recruit, mentor, and scale a CS team of managers.
• Engage executives and translate technical solutions into business outcomes.
• Collaborate with Sales, Marketing and Product to align on customer needs.
• Develop dashboards and reports to track business health.

Skills

Enterprise CS

Leadership

Analytics

Cyber/SaaS

Tools

CS tools

Job description

About Us

Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert‑led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real‑time threat intelligence with frontline human expertise from Sophos X‑Ops to deliver advanced, 24/7 threat monitoring, detection, and response.

Sophos offers industry‑leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next‑gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.

Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

Reporting directly to the VP, Customer Success, the Director, Enterprise Customer Success will drive initiatives focused on strategic alignment, metrics and reporting, process improvements, and operational excellence. The ideal candidate has deep expertise in customer success (CS) tools, processes, and operations, and thrives in a collaborative, fast‑paced environment.

What You Will Do

• Strategy & Lifecycle Optimization: Define and optimize the customer journey from onboarding to renewal. Develop policies that align product capabilities with client goals to accelerate value realization.
• Revenue Growth: Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue.
• Team Leadership: Recruit, mentor, and scale a high‑performing team of Customer Success Managers (CSMs).
• Executive Engagement: Act as the ultimate escalation point for complex client challenges and partner with top‑tier enterprise stakeholders to translate technical solutions into clear financial outcomes.
• Cross‑Functional Alignment: Collaborate with Sales, Marketing, and Product teams to align on customer needs, influence product roadmaps, and remove adoption friction.
• Track & Analyze: Develop and maintain performance metrics, dashboards, and reports to track business health.

What You Will Bring

• 10+ years experience in enterprise account management, with a proven track record in a Cyber/SaaS environment.
• Strong knowledge of CS tools, systems, and processes.
• Experience with operational metrics, analytics, and business performance reporting.
• Ability to inspire, motivate, and develop others while fostering an inclusive team culture.
• Ability to thrive in a fast‑paced, evolving business environment.
• Experience managing high performing CS teams in the cyber space.

Salary & Benefits

In the United States, the base salary for this role ranges from $146,400 to $244,000. In addition to the base salary, there's a component for target sales commissions alongside 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.

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. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.

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.