Sophos

Director, Enterprise Customer Success

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Job Description

Role Summary

Reporting directly to the VP, Customer Success, the Director, Enterprise Customer Success will drive initiatives focused on strategic alignment, metrics and reporting, process improvements, and operational excellence. The ideal candidate has deep expertise in customer success (CS) tools, processes, and operations, and thrives in a collaborative, fast-paced environment.



What You Will Do
  • Strategy & Lifecycle Optimization: Define and optimize the customer journey from onboarding to renewal. Develop policies that align product capabilities with client goals to accelerate value realization.
  • Revenue Growth: Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue
  • Team Leadership: Recruit, mentor, and scale a high-performing team of Customer Success Managers (CSMs)
  • Executive Engagement: Act as the ultimate escalation point for complex client challenges and partner with top-tier enterprise stakeholders to translate technical solutions into clear financial outcomes
  • Cross-Functional Alignment: Collaborate with Sales, Marketing, and Product teams to align on customer needs, influence product roadmaps, and remove adoption friction
  • Track & Analyze: Develop and maintain performance metrics, dashboards, and reports to track business health

    • What You Will Bring
  • 10+ years experience in enterprise account management, with a proven track record in a Cyber/SaaS environment.
  • Strong knowledge of CS tools, systems, and processes.
  • Experience with operational metrics, analytics, and business performance reporting.
  • Ability to inspire, motivate, and develop others while fostering an inclusive team culture
  • Ability to thrive in a fast-paced, evolving business environment.
  • Experience managing high performing CS teams in the cyber space

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