Senior 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 9/17/2026full-timeRemote • CanadaSenior💰 CA$98,400 - CA$164,000 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, optimizing customer engagement strategies, and driving value for B2B technology clients. Proven ability to analyze customer data, develop scalable models, and enhance operational effectiveness while fostering cross-functional collaboration.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipCybersecurity ExperienceB2B Technology ExpertiseData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementKPI DevelopmentCustomer Journey MappingOperational OptimizationValue-Based Planning

Soft Skills

Relationship BuildingProblem SolvingCross-Functional CollaborationAdaptabilityHigh Energy

Industry Keywords

Customer Lifecycle ManagementEnterprise SegmentChurn ReductionUpselling ServicesCustomer Satisfaction

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 to improve customer experience and grow customer value
Create value-based plans and establish KPIs and objectives for the Customer Success team
Create a scalable model supporting high-volume customers while delivering necessary customer touchpoints
Develop the CSM playbook, map the customer journey, and identify satisfaction peaks 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 teams 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

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
Cybersecurity experience a must
Proven track record of working with customers to drive success aligned with business goals, including 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
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%

Benefits

Comp & perks

Bonus eligibility
Comprehensive benefits package
Remote work arrangement