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%
Sophos Burlington, Massachusetts, USA Office
3 Van de Graaff Drive, Burlington, MA, United States, 01803
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