Manager, Customer Success (Enterprise)

sophos· Customer Success
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🌍 Remote📍 United StatesPermanent💰 USD 102K–169K

About this role

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 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. 

What You Will Bring

  • Cybersecurity experience a must

  • 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.

  • 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 the United States, the base salary for this role ranges from $101,600  to $168,800. 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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Frequently Asked Questions

What is the salary for the Manager, Customer Success (Enterprise) role at sophos?
The listed salary for this Manager, Customer Success (Enterprise) position at sophos is USD 102K–169K. This is a remote Permanent role.
Is the Manager, Customer Success (Enterprise) job at sophos remote?
Yes, this Manager, Customer Success (Enterprise) position at sophos is remote, with team members based in United States. You can work from home or anywhere in the supported regions.
Is the Manager, Customer Success (Enterprise) role at sophos full-time or part-time?
This is listed as a Permanent position. It is posted as a Manager, Customer Success (Enterprise) role in the Customer Success department at sophos.
Which team or department does the Manager, Customer Success (Enterprise) at sophos belong to?
This Manager, Customer Success (Enterprise) position is part of the Customer Success department at sophos. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Manager, Customer Success (Enterprise) position at sophos?
Click the "Apply Now" button on this page. You will be redirected to sophos's official application portal hosted on lever where you can submit your application directly.
When was the Manager, Customer Success (Enterprise) job at sophos posted?
This Manager, Customer Success (Enterprise) position at sophos was posted on Sep 23, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager, Customer Success (Enterprise)
sophos · 💰 USD 102K–169K
Apply for this role ↗

You'll be redirected to sophos's official application page on Lever.