Customer Success Manager

Sophos

Customer Success Manager focused on enhancing customer satisfaction and renewing contracts for Sophos' cybersecurity solutions. Engaging with key stakeholders to maximize product adoption and value.

Posted 4/10/2026full-timeRemote • 🇯🇵 JapanMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
Establish key relationships within the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns.
Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
Partner with the customer to build a joint plan for success, maintaining a detailed understanding of customer’s business to achieve high levels of customer satisfaction, engagement, adoption of Sophos technology.
Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross sell and upsell of services and products
Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
Coordinate activities of associated roles across onboarding, sales, product operations, services, 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.
Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution.
Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
Must be willing to travel

Requirements

What you’ll need

3+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus.
Experience dealing with account spends of $80k USD and above.
Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers
Experience of translating customer issues and needs into business or solution requirements.
Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans.
Excellent organizational skills and ability to establish milestones and keep project plans on task.
Understanding how organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
Solid technical acumen able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage
Fluent to Native Japanese speaking ability to cater to Japan market.

Benefits

Comp & perks

Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
Employee-led diversity and inclusion networks that build community and provide education and advocacy
Annual charity and fundraising initiatives and volunteer days for employees to support local communities
Global employee sustainability initiatives to reduce our environmental footprint
Global fitness and trivia competitions to keep our bodies and minds sharp
Global wellbeing days for employees to relax and recharge
Monthly wellbeing webinars and training to support employee health and wellbeing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successcustomer supportsalesbusiness developmentaccount managementcybersecurity knowledgerecurring revenue sales modelsrenewal processescustomer analyticsKPI monitoring

Soft Skills

communicationrelationship buildingorganizational skillsproject managementstrategic planningproblem-solvingaccountabilitytrust buildingcustomer engagementcustomer experience