Customer Success Manager- Tech Touch

Sophos

  • Canada
  • $51,200-84,800 per year
  • Permanent
  • Full-time
  • 15 days ago
About UsSophos 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 SummarySophos is seeking a proactive and motivated Scale Customer Success Manager to drive value to our “tech-touch” customer experience. In this role, you'll deliver strategic outreach through both1:many and targeted 1:1 communication, connecting our customers to value while driving usage of the Sophos suite of products. You'll play a key part in onboarding and engaging customers, ensuring they are set up for long-term success, renewal, and growth. You'll also triage and route customer needs to the appropriate internal teams to ensure timely support and resolution. As Sophos evolves, you'll help shape and refine our scaled customer success strategy-contributing to the design, build, and execution of programs that deliver value at scale. This is a unique opportunity to have a meaningful impact on how we engage and retain our customers.What You Will Do
  • Drive product adoption and customer outcomes through 1:many and 1:1 channels including email campaigns, webinars, and 1:1 video calls.
  • Support 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.
  • Contribute to the design and continuous improvement of Scale success programs, automation workflows, and communication strategies.
  • 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.
  • Monitor customer health indicators to identify engagement opportunities and risk signals.
  • Proactively engage customers at key lifecycle stages to promote renewal and expansion.
  • 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.
  • Help define best practices for tech-touch and scale motions as Sophos continues to grow and evolve.
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.
In Canada, the base salary for this role ranges from $51,200 to $84,800. 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.#Li-remote#B1#li-ND2Ready 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 wellbeingOur Commitment To YouWe'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 ProtectionIf 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

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