Sophos

Lead Customer Success Enablement Manager

Sophos

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $126,000 - $210,000 per year

Job Level

Senior

Tech Stack

CloudCyber Security

About the role

  • About Us: Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks; the company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products.\n
  • Sophos is now the largest pure-play MDR provider, supporting more than 28,000 organizations. Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform.\n
  • Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, MSPs and MSSPs worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes.\n
  • The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.\n
  • Role Summary: We are seeking a strategic, results-driven Customer Experience Enablement Manager to lead and scale global programs that empower our Customer Success Managers (CSMs) and Renewal Representatives to deliver exceptional customer outcomes.\n
  • This role will design, implement, and continuously improve enablement initiatives that accelerate onboarding, deepen product adoption, reduce churn risk, and ensure timely, successful renewals— directly contributing to customer retention, expansion, and overall company growth.\n
  • As a key partner to Customer Success, Sales, Marketing, and Sales leaders, you will ensure our post-sales teams are equipped with the skills, knowledge, tools, and resources they need to deliver high-value engagements, maximize customer satisfaction, and demonstrate measurable proof of value.\n
  • The ideal candidate brings a strong foundation in learning design principles and enablement best practices, along with hands-on experience in customer success, technical account management, or renewal strategy. You are passionate about driving customer value at scale, comfortable influencing senior stakeholders, and skilled at translating complex strategies into actionable, impactful enablement programs.

Requirements

  • Minimum of 10 years of experience in customer success enablement, renewals, technical account management, or post-sales operations, preferably within the technology or cybersecurity sector.\n
  • Minimum of 5 years of experience designing and delivering enablement programs that drive product adoption, customer engagement, and successful renewals.\n
  • Minimum of 5 years of experience applying adult learning principles, instructional design methodologies, and behavior change models for customer-facing or account management teams.\n
  • Minimum of 3 years of experience using customer success metrics (e.g., CSAT, NPS, time to value, churn indicators) to inform strategy and measure program effectiveness.\n
  • Strong facilitation and coaching skills, with experience delivering role-based training and performance interventions for global customer-facing teams.\n
  • Excellent executive communication skills with a proven ability to influence senior stakeholders and translate business objectives into enablement priorities.\n
  • Familiarity with LMS platforms and enablement tools.\n
  • Proven ability to lead cross-functional projects across global teams, with strong project management, prioritization, and stakeholder engagement skills.