Manager, Customer Success – Enterprise

Sophos

. Lead the Americas Customer Success team using a highly scalable and efficient engagement model for a large volume of customers .

Posted 9/23/2026full-timeRemote • United StatesSeniorLead💰 $101,600 - $168,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading Customer Success teams within the B2B technology sector, focusing on customer engagement, lifecycle management, and operational optimization. Proven ability to analyze customer data and drive adoption, upselling, and retention strategies while collaborating cross-functionally.

Highest-signal resume keywords

Cybersecurity ExperienceCustomer Success ManagementTeam LeadershipB2B Technology ExperienceCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementKPI DevelopmentCustomer Journey MappingData AnalysisOperational Optimization

Soft Skills

Relationship BuildingProblem SolvingAdaptabilityProject Management

Industry Keywords

Customer SuccessEnterprise SegmentChurn ReductionValue-Based PlanningCustomer Touchpoints

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead the Americas Customer Success team using a highly scalable and efficient engagement model for a large volume of customers
Manage customer engagement throughout the lifecycle from deployment and adoption through renewal
Recruit and lead an Americas Customer Success team
Create value-based plans and establish KPIs and objectives for the customer success team
Develop a scalable model to support a high volume of customers while delivering necessary customer touchpoints
Develop the CSM playbook, map the customer journey, and identify peak satisfaction and critical points across the solution set
Optimize the Customer Success operational platform to improve team processes and effectiveness
Collaborate with onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience
Sustain growth and profitability by maximizing value, driving usage and adoption, upselling services, and reducing churn
Analyze customer data to improve the experience and articulate value

Requirements

What you’ll need

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
Experience 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
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
Ability to identify bottlenecks within internal processes and recommend solutions
Must be willing to travel 25%

Benefits

Comp & perks

Bonus eligibility
Comprehensive benefits package
Remote work arrangement