Manager, Customer Success

Carmel, IN, US, 46032

Technology Office

Manager, Customer Success – Managed Threat Response

Location: North America / US or Canada Remote

Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions can adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.


Sophos is seeking an experienced Customer Success professional to lead its Managed Threat Response (MTR) Customer Success team. In this role, you will be responsible for ensuring MTR customers are getting the most out of their investment in the MTR service. You will have oversight of a team dedicated to fostering relationships between customers and the MTR team, fighting for customer retention and customer satisfaction. You may also be responsible for larger, high-profile customer accounts. You will also be responsible for managing and mentoring your Customer Success team members.

Main Duties

  • Define and manage the onboarding, expansion, and retention strategy for Sophos customers
  • Hire, train, and develop a team of high-performing Customer Success managers
  • Manage customer expectations and demonstrate expertise and leadership
  • Partner with internal teams on process improvements related to the customer’s experience with the MTR service
  • Understand the broader business metrics and manage execution towards meetings these objectives
  • Advocate for all things customer (e.g. customer issues and service enhancement requests)
  • Drive customer retention as measured by renewals, increased account growth, and satisfaction ratings


Essential Skills & Experience

  • 5+ years managing complex customer accounts, ideally within the cybersecurity space or within an MSP-based organization
  • Ability to identify and solve complex customer issues
  • Ability to learn and persuasively articulate Sopho’s value proposition to customer teams
  • Patience and positivity; capable of maintaining focus within a growing and changing scale-up environment
  • Strong interpersonal communication skills; must be a person who loves working across teams and varied stakeholders
  • High level of pro-activeness and accountability is a must

Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.

Nearest Major Market: Indianapolis