Director, Enterprise Customer Success
About The Position
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response. Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats. Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. 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.
Requirements
- 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.
Responsibilities
- Define and optimize the customer journey from onboarding to renewal.
- Develop policies that align product capabilities with client goals to accelerate value realization.
- Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue.
- Recruit, mentor, and scale a high-performing team of Customer Success Managers (CSMs).
- 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.
- Collaborate with Sales, Marketing, and Product teams to align on customer needs, influence product roadmaps, and remove adoption friction.
- Develop and maintain performance metrics, dashboards, and reports to track business health.
Benefits
- Target sales commissions
- Comprehensive benefits package
- Remote-first working model
- Employee-led diversity and inclusion networks
- Annual charity and fundraising initiatives and volunteer days
- Global employee sustainability initiatives
- Global fitness and trivia competitions
- Global wellbeing days
- Monthly wellbeing webinars and training
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
