Posted 2 months ago
Manager, Customer Success (Enterprise)
@ Sophos
Remote in Canada
Overview
Sophos is hiring a Manager, Customer Success (Enterprise) to lead its Americas Customer Success team. The role builds and scales the team, manages customers through deployment, adoption and renewal, and requires 25% travel. Base salary in Canada is $98,400 to $164,000 plus bonus eligibility and benefits.
Responsibilities:
- Recruit and lead the Americas Customer Success team
- Set KPIs and value-based plans for the team
- Build the CSM playbook and map the customer journey
- Drive usage, adoption, upselling and reduced churn
- Analyse customer data to improve experience
Requirements summary:
- Cybersecurity experience a must
- 5+ years managing a team
- 7+ years as a CSM or account manager at a B2B technology company
- Enterprise segment customer experience
- Must be willing to travel 25%
Tools & skills
Source and dates
Employer career site / ATS feed · lever
- Employer posting date
- 2026-09-17
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-09
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Manager |
| Department | Customer service |
| Experience | 7+ years |
| Management experience | 5+ years |
| Manages people | Yes |
| Travel | air: moderate · ground: minimal |
| Work setting | Home, Client sites |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Perks mentioned | Performance bonus |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Sophos
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Defeat Cyberattacks
Full company description
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. More information is available at www.sophos.com.
- LinkedIn followers
- 706,090
- People associated on LinkedIn
- 5,526
- Reported office locations
- The Pentagon, Abingdon Science Park, Abingdon, Oxfordshire OX14 3YP, GB
- Business categories
- Cloud Security
- Cyber Security
- Software
- Network Security
- Other recorded names
- Sophos
- Specialties
- IT Security
- Next-Gen UTM (Unified Threat Management)
- Mobile Device Management
- Endpoint Security
- Antivirus
- Email and Web Protection
- Free Tools
- Network Security
- Server Protection
- Managed Detection and Response (MDR)
- and ITDR
- Profile identifies a recruitment agency
- No
- Reported total investment
- 125,010,656
Currency and observation date were not supplied; this is not a current valuation or a funding round.
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…
| Field | Value |
|---|---|
| Industry | Software Development |
| Company size | 5,001-10,000 employees |
| Headquarters | Abingdon, Oxfordshire |
| Organization type | Privately Held |
| Year founded | 1985 |
| Specialties | IT SecurityNext-Gen UTM (Unified Threat Management)Mobile Device ManagementEndpoint SecurityAntivirusEmail and Web ProtectionFree ToolsNetwork SecurityServer ProtectionManaged Detection and Response (MDR) |
| Open jobs on Jobsy | 15 |
| View page |
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%
In Canada, the base salary for this role ranges from $98,400 to $164,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.
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