Customer Success Consultant

Canada East Remote
Technical Support
Job Requisition Number:  CASUP234

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com


Role Summary

As a Customer Success Consultant, you are a critical part of our customers’ adoption of Sophos’ products. You will act as a point-of-contact, establishing relationships to facilitate the entire post-sales success process including onboarding, implementation of Sophos’ products and technical support.

You will own the relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals.

Leveraging this customer knowledge and your expertise in Sophos’s products and services you will support ongoing adoption and strategy to ensure your customers understand and maximize value from their investment in Sophos products.


What You Will Do

  • Own the customer relationship, providing ongoing and proactive support to Sophos customers to drive high levels of customer satisfaction, deep engagement, and mutual success
  • Guide your customers through the entire post-sales lifecycle
  • Handle customer escalations and ensure appropriate actions are taken to address customer concerns
  • Identify, build, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption, usage, and achievement of customer’s business objectives
  • Identify and grow expansion opportunities within the customer base and collaborate with the sales teams to ensure growth attainment
  • Identify risks to renewals with our customers on an ongoing basis and collaborate with internal teams to remediate customer concerns
  • Communicate requests discovered during customer interactions into the Product Management team
  • Be a customer advocate in influencing product roadmap and improvements
  • Identify and escalate risks from the customer to enhance customer success
  • Liaise with customers to manage escalations due to service or support related issues
  • Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
  • Work in partnership with Operational, Technical, Sales and Product teams to provide customer feedback and ensure requests are resolved in a timely manner
  • Rely and use key metrics and product telemetry to understand customers’ needs and drive proactive support


What You Will Bring

  • Working experience in customer success, technical support, technical account management or similar role responsible for driving customer success and product/service adoption
  • Good understanding of cybersecurity solutions (working experience with Sophos products is a plus)
  • Strong presentation and communication skills, verbal and written
  • Project management skills, with proven results working as a reliable advisor to drive business value for customers
  • Highly data-driven with a dedication to following processes
  • Passionate about driving and tracking a consistent engagement process with all customers in your portfolio


What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm


Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.


Data Protection

If you choose to explore an 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.

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