Director, Enterprise Customer Success
About Us
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response. Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats. Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business.
Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
Reporting directly to the VP, Customer Success, the Director, Enterprise Customer Success will drive initiatives focused on strategic alignment, metrics and reporting, process improvements, and operational excellence. The ideal candidate has deep expertise in customer success (CS) tools, processes, and operations, and thrives in a collaborative, fast-paced environment.
What You Will Do
Strategy & Lifecycle Optimization: Define and optimize the customer journey from onboarding to renewal. Develop policies that align product capabilities with client goals to accelerate value realization.
Revenue Growth: Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue
Team Leadership: Recruit, mentor, and scale a high-performing team of Customer Success Managers (CSMs)
Executive Engagement: Act as the ultimate escalation point for complex client challenges and partner with top-tier enterprise stakeholders to translate technical solutions into clear financial outcomes
Cross-Functional Alignment: Collaborate with Sales, Marketing, and Product teams to align on customer needs, influence product roadmaps, and remove adoption friction
Track & Analyze: Develop and maintain performance metrics, dashboards, and reports to track business health
What You Will Bring
10+ years experience in enterprise account management, with a proven track record in a Cyber/SaaS environment
Strong knowledge of CS tools, systems, and processes
Experience with operational metrics, analytics, and business performance reporting
Ability to inspire, motivate, and develop others while fostering an inclusive team culture
Ability to thrive in a fast-paced, evolving business environment
Experience managing high performing CS teams in the cyber space
Pay & Benefits
In the United States, the base salary for this role ranges from $146,400 to $244,000. In addition to the base salary, there's a component for target sales commissions alongside 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.