---
title: 'Manager, Customer Success (Enterprise) at Sophos'
canonical: 'https://feeny.ai/job/manager-customer-success-enterprise-sophos-united-states-g08vp3d0dm8d'
type: 'job'
last_seen: '2026-09-25'
---

# Manager, Customer Success (Enterprise) at Sophos

- **Company:** Sophos
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-09-25
- **Apply:** https://jobs.lever.co/sophos/e346d858-e605-4431-96d5-9321e6920755

## Job description

## 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 the United States, the base salary for this role ranges from $101,600  to $168,800. 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.

#li-remote #li-MG1 #B2

## About Sophos

## Company Overview
- **One-liner**: Sophos delivers adaptive, AI-native cybersecurity solutions and managed services to defend organizations of all sizes against cyberattacks.
- **Entity Type**: Private (acquired by Thoma Bravo in 2020)
- **Headquarters**: Abingdon, Oxfordshire, United Kingdom (with global offices)
- **Founded**: 1985
- **Founders**: Jan Hruska, Peter Lammer

## Core Business
- **Primary industry**: Cybersecurity (endpoint, network, email, cloud security; managed detection and response)
- **Target customers**: B2B – small and medium businesses, mid-market, enterprises, and public sector
- **Mission**: To defend organizations from inevitable cyberattacks with innovative, adaptive defenses and unmatched expertise.

## Products & Services
- **Sophos Intercept X**: AI-powered endpoint protection that blocks ransomware, phishing, and credential-based attacks.
- **Sophos Firewall**: Next-generation network firewall with advanced threat prevention and VPN capabilities.
- **Sophos Email**: Cloud-based email security with anti-phishing, anti-spam, and data protection.
- **Sophos Cloud Security**: Protects workloads across AWS, Azure, and Google Cloud.
- **Sophos Managed Detection and Response (MDR)**: 24/7 threat hunting, detection, and response delivered by a global SOC team.
- **Sophos Incident Response**: On-demand expert incident response services.
- **Sophos Fusion**: Centralized cloud-native management platform for all Sophos and third-party security products.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company)
- **Key Metric**: Over 600,000 customers in more than 150 countries; after acquiring Secureworks, now the leading MDR provider defending over 30,000 organizations.
- **Notable Investors/Partners**: Thoma Bravo (sole owner since 2020); acquired Secureworks in 2025. Partnerships with major technology and channel partners globally.
- **Growth Signals**: Acquisition of Secureworks significantly expanded MDR customer base; continuous expansion of AI-native platform; high customer retention and top rankings in independent tests (e.g., Gartner, Forrester).

## Competitive Advantages
- **Prevention-first approach**: Stops threats earlier rather than just detecting, reducing alert fatigue.
- **Sophos X-Ops**: Integrated threat intelligence task force of 500+ experts combining labs, SOC, AI, and incident response.
- **Open ecosystem**: Sophos Fusion integrates with third-party tools, giving customers flexibility.
- **Scalable MDR**: Cost-effective, round-the-clock managed services that extend internal teams.
- **Simplified management**: Single pane of glass across all products reduces complexity.

## Strategic Focus
- **MDR & Cybersecurity-as-a-Service**: Growing managed services market share by combining human expertise with AI.
- **AI-native innovation**: Continually embedding machine learning and generative AI into products.
- **Channel-first go-to-market**: Strong ecosystem of MSPs, resellers, and partners.
- **Unified platform**: Consolidating security stack under Sophos Fusion to improve visibility and automation.

## Why Work Here
- **Culture**: Values include simplicity, empowerment, passion, innovation, and authenticity. Emphasis on trust and collaboration.
- **Flexibility**: Remote-first model with hybrid options; flexible hours to manage personal priorities.
- **Growth**: Leadership development program, mentorship, paid learning days (3 days/year), promotion-from-within focus.
- **Benefits**: 12 weeks paid parental leave for birthing parents, 6 weeks for other parents; caregiver leave; up to 20 days bereavement leave; wellbeing days; employee assistance program; global wellbeing program.
- **Recognition**: Sophos Values Awards quarterly; long service awards with extra leave and monetary bonus.
- **Campus programs**: Internships, co-ops, and new graduate roles for threat analysts, software engineers, marketing, and sales development.

## Sources
1. [Sophos Careers – Join the Sophos Team](https://www.sophos.com/en-us/company/careers)
2. [Sophos Company Profile](https://www.sophos.com/en-us/company)
3. [What Is Sophos? Enterprise Cybersecurity-as-a-Service](https://www.sophos.com/en-us/cybersecurity-explained/what-is-sophos)
4. [Sophos New Graduates, Internships and Student Programs](https://www.sophos.com/en-us/careers/new-graduates)

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