About Us
Sophos is a global leader in advanced cybersecurity, offering innovative solutions to stop cyberattacks. Our portfolio includes Managed Detection and Response (MDR), incident response, and a wide range of endpoint, network, email, and cloud security technologies. As one of the largest dedicated cybersecurity companies, we protect more than 600,000 organizations and over 100 million users worldwide from threats such as ransomware, phishing, and malware. All Sophos products and services integrate through the Sophos Central management platform and are powered by Sophos X-Ops, our cross‑domain threat intelligence team. This intelligence drives the Sophos Adaptive Cybersecurity Ecosystem, which features a centralized data lake and a rich set of open APIs used by customers, partners, developers, and other technology vendors. Sophos delivers cybersecurity‑as‑a‑service for organizations needing fully managed protection, while also offering tools for those who prefer to manage security themselves or use a hybrid model. We sell through resellers and managed service providers worldwide and are headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary
The Customer Success Organization supports our most strategic customers. As a CSM, you will manage a portfolio of accounts and guide them through their entire lifecycle—from deployment and adoption to renewal—ensuring satisfaction and maximizing value. You will use your expertise to help customers achieve their goals, stay consistently engaged, and uncover opportunities for additional Sophos solutions.

What You Will Do
• Manage assigned accounts and be responsible for their long‑term engagement and satisfaction.
• Build strong customer relationships and conduct regular check‑ins to understand and quickly address their needs.
• Develop relationships with key stakeholders and influencers within customer organizations.
• Partner with customers to create a shared success plan and maintain a deep understanding of their business to drive satisfaction, engagement, and adoption.
• Deliver an exceptional customer experience that supports our commitment to superior cybersecurity outcomes and enables cross‑sell and upsell opportunities.
• Review customer analytics and KPIs to demonstrate value, identify improvements, and optimize solutions.
• Lead regular business reviews and clearly communicate the value Sophos is delivering and progress toward customer goals.
• Coordinate efforts across onboarding, sales, product operations, services, and renewals to ensure seamless transitions and a positive experience.
• Support business growth and profitability through value maximization, increased usage, adoption, upselling, and reduced churn.
• Serve as an escalation contact for major issues, ensuring the right internal teams are engaged for quick resolution.
• Collaborate with the broader CSM team to implement scalable programs and process improvements that enhance internal efficiency and customer experience.
• Willingness to travel.

What You Will Bring
• At least 3 years of experience in customer success; additional experience in support, sales, or business development is a plus.
• Strong communication skills and the ability to build positive business relationships while being accountable for customer success.
• Experience translating customer needs into business or technical requirements.
• Ability to act as a trusted advisor to senior leaders and create strategic account plans.
• Strong organizational skills with the ability to set milestones and maintain project progress.
• Understanding of how organizations measure value and generate revenue; experience with recurring revenue models and renewals is beneficial.
• Cybersecurity knowledge is an advantage.

Compensation
In Canada, the base salary range for this role is $66,400 to $111,200, with additional target commission opportunities and a comprehensive benefits package. Actual pay depends on skills, experience, location, training, education, certifications, and other business considerations.

Ready to Join Us?
At Sophos, we value diverse perspectives as drivers of innovation. Research shows that candidates may hesitate to apply if they don’t meet every qualification—we encourage you to apply even if you don’t check every box. Your unique background may be exactly what our team needs.

What’s Great About Sophos?
• Remote‑first work model, with some roles requiring hybrid flexibility.
• A culture of creativity, collaboration, and team spirit.
• Employee‑led diversity and inclusion groups.
• Annual fundraising, charity initiatives, and volunteer opportunities.
• Global sustainability programs.
• Fitness and trivia competitions to keep employees engaged.
• Global wellbeing days to rest and recharge.
• Monthly wellbeing training and webinars.

Our Commitment to You
We are proud of our inclusive culture and are committed to equal opportunity. We encourage candidates who can contribute to our team’s diversity to apply. All applicants are treated fairly and equally in accordance with the law, regardless of gender, sex, gender identity, marital status, race, religion, color, age, veteran status, disability, pregnancy, maternity, or sexual orientation. If you need adjustments during the hiring process, please let us know so we can support you.

Data Protection
If you choose to pursue an opportunity with us and share your CV or personal information, Sophos will store it for 12 months in accordance with our Privacy Policy and may contact you about relevant roles. You may request deletion or updates to your information at any time by following the instructions in the Privacy Policy. For questions about data protection, contact dataprotection@sophos.com.