- This role will lead our Americas Customer Success team focusing on a highly scalable and productive 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
- Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value
- Create value-based plans and set the stage for meeting KPIs and objectives for 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 and identifying peak points of satisfaction as well as critical points across the solution set
- Help optimize the 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 and optimal customer 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

Benefits

- We encourage teams to get together in person periodically to help facilitate teamwork
- Remote-first working model & hybrid options
- Flexible start and end times for many roles
- Leadership development program
- Access to LinkedIn Learning
- Global internal coaching program (Coach Match)
- Periodic Sophos wellness days off for all Sophos to help employees relax and recharge
- Global wellbeing program,



which offers a range of wellbeing resources, including Sophos Wellbeing Webinars, Stress Management Toolkits, and Developing Resilience Courses
- Free Employee Assistance Program (EAP) for confidential advice and counseling on a wide range of work and personal issues
- Free annual subscription to the Calm app
- Paid parental leave, caregiver leave & bereavement/compassion leave available
- We host some unforgettable social experiences for our global teams including our music festival SOPH-Fest, go-karting, Sophmudder, and incredible holiday parties!
- Our annual global fitness challenge, SOPH-Fit, sees thousands of employees taking part in our virtual global race around the world
- Each quarter, we celebrate our exceptional global team by running the Sophos Values Awards, which recognizes and rewards employees who embody the Sophos values and who we are as a company
- Health care benefits available worldwide

Track record of working closely with regional sales leadership and partnering with support, product, and engineering teams to resolve customer issues and drive product improvementsA passion for teaching, developing, and growing others7+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology companyCybersecurity experience a mustHigh energy, self-starter comfortable with ambiguity in entrepreneurial environmentsProven track record of working with customers to drive success aligned with business goals successfully working with customers across the Enterprise segmentAbility to identify bottlenecks within internal processes, and recommend solutionsMust be willing to travel 25%Strong customer-facing, cross-functional, relationship-building skillsCapable of handling competing priorities and projects in a fast-paced environmentAbility to identify, analyze and find creative solutions to complex problems5+ years of experience managing a team

📌 Senior Manager of Customer Success (Enterprise) (Ottawa)
🏢 Sophos
📍 Ottawa