Customer Success 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  ​​As a Customer Success Manager for our MDR team, you are a critical part of our customers’ adoption and ongoing satisfaction of Sophos’ Managed Detection and Response (MDR) service. You will act as a point-of-contact establishing relationships for efficient onboarding, implementation of MDR components, and real-time support and strategy. You will own the end-to-end relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos MDR, and ultimately renew with us.​ 

What You Will Do

• Own the customer lifecycle, providing ongoing and proactive support to MDR customers to drive high levels of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal
• Handle customer escalations and ensure appropriate actions are taken to address customer concerns
• Establish key relationships with the customer, ensuring regular check-ins to understand, and promptly address client needs and concerns.
• Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products
• Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
• Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
• Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
• Be a customer advocate in influencing product roadmap and improvements
• Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
• Work in partnership with Operational, Product, Engineering, Sales, and Support teams to provide customer feedback and ensure requests are resolved in a timely manner

What You Will Bring

• Experience working in customer success, technical account management, sales engineering or similar role responsible for driving customer success and product/service adoption
• Experience working with cybersecurity solutions
• Good understanding of security product lines (firewalls, antivirus, endpoint/server detection and response, SIEM, etc.)
• Strong presentation and communication skills, verbal and written
• Project management skills, with proven results working as a reliable advisor to drive business value for customers
• Highly data-driven with a dedication to following processes
• Passionate about driving and tracking a consistent engagement process with all customers in your portfolio
• Flexibility for travel
• Fluency in English
• Additional European Language (German, French, Spanish, Italian) strongly preferred
• Remote working role (must be based within Hungary)