Customer Success Enablement Manager

About Us Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

We’re searching for an Enablement Manager to join our Customer Success team.  

As the Customer Success Enablement Manager, you will:

• Ensure all teams in Customer Success are enabled to do their best work by focusing on internal communications, training, quality assurance, project management, and operations.
• Along with your stakeholders in Customer Success, you’ll connect with teams across the organization such as product management, product marketing, sales enablement, marketing, sales, and operations to ensure that information flows smoothly into and out of the CS department using a variety of communications tools and strategies.
• You will maintain the CS Rules of Engagement to ensure accuracy and adoption
• You will identify departmental needs, create and execute on strategies relating to training, quality assurance, and cross-functional communications.
• Working closely with CS leadership, you will create strategies, processes, and operational structure for CS strategic planning, communications, and operations.
• You will support the creation of content and resources for sharing CS work with the organization, senior leadership, and the board.
• You will support the review of employee feedback, facilitate brainstorming sessions, and oversee the implementation of improvements.
• By supporting our teams in Customer Success, you’ll help to create better employee and customer experiences.
• Help facilitate and run the operations and rollout of org-wide cross-functional work, as needed.

A little bit about you:

• You’re a skilled leader with 3+ years’ experience in Customer Success, Customer Experience, or Operations.
• You're an excellent communicator who makes the complex easy-to-understand
• You have a bias for action and a drive to cross off your to do list to meet deadlines
• You’re passionate about continuous improvement with the ability to analyze and strengthen current processes through implementation of best practices.
• You’re skillful at building relationships within your team, across the company, and within the tech industry
• You have a proven track record of effectively working with others in the organization to align strategies, remove roadblocks, and develop efficiencies that improve the customer experience.
• You have experience overseeing multiple initiatives. You’ll be responsible for overseeing high-level projects each quarter, and working with stakeholders and cross-functional teams, planning, designing, implementing, and measuring the outcomes
• You’re strong at time management and can prioritize various fast-moving initiatives and communications.
• You’re results-oriented and stay accountable to hit targets

What you’ll be doing:

• Create and implement strategies for Customer Success internal communications including optimizing and maintaining our intranet page, scheduling, supporting and facilitating team and departmental meetings, optimizing Teams usage, etc.
• Offer project management for Customer Success Leadership with Rhythms of Business and assets including: weekly team meetings, biweekly leadership meetings, All-hands meetings, CS runbook, and other strategic projects
• Create processes for and facilitate CS strategic planning on quarterly and annual cadence
• Act as the key contact and liaison for CS with other teams and departments. Ensure information flows smoothly from CS, renewals, product, and operations units into and out of customer success.
• Create and support the development of communication and presentation materials for the team, leadership, key stakeholders, and the org, to ensure transparency, information and results sharing. Schedule and facilitate these presentations as needed.
• Work with Customer Success Leadership to identify training needs, and partner with subject matter experts across the org to create learning opportunities and resources.
• Design, rollout, and support the maintenance of a shared evergreen knowledge management system that supports ongoing educational information and resources for our Customer Success teams.
• Create a Customer Success Quality assurance strategy and program. Design, rollout, and support the maintenance of this program and partner with Customer Success leadership to execute our QA strategy.