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Customer Success Manager - Remote

Ottawa, CA, K1P 5J6

Technical Support

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

Sophos is looking for a Customer Success Manager (CSM). In this role, you will be responsible for turning complicated, unknown problems into actionable solutions. As customer advocate and influencer, you will work closely with the Product and Engineering teams to effectively prioritize Sophos’ product roadmap. You will serve as a trusted technical consultant for the customer, driving their success by providing technical guidance to secure their Linux infrastructure. This includes designing and providing best practices for deploying the Sophos solution, integrating into security operations workflow, helping to communicate product enhancements to the internal team as well as driving a customer toward their desired goals and objectives while maintaining the business value of the contract in place and looking to expand the commercial relationship.

 

What You Will Do

  • Serve as the customer’s liaison and advisor for technical queries
  • Analyze and translate customer feature requests and feedback to be included in the product roadmap
    • Technically minded to objectively advise on priority of requests 
    • Provide Use Case for those specific requests
  • Work with cross functional teams to track and drive priority of product roadmap items that are customer impacting
  • Advise customer on product usage (fine tuning)
  • Create and tailor product usage roadmap strategies for customers to fortify and secure their Linux production environment.
  • Contribute and assist CSM in the delivery of business reviews for the customers
  • Provide technical content for all post incident reviews
  • Provide product updates and new features to customers
  • Solution focused to remediate known gaps with workarounds and report those gaps back to product/engineering team to be resolved permanently 
  • Perform other relevant duties as assigned. 

 

What You Will Bring

  • Thorough understanding of computer software and hardware, including desktop computers, servers, laptops, network devices, and peripherals.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and telephone skills.
  • Knowledge and understanding of Docker, Kubernetes, DevOps practices is a must
  • Must be proficient in use and knowledge of Linux
  • Comfortable with various hosting provider tools and solutions including GCP, AWS, and Azure
  • Any hosting provider certifications a plus.
  • Must be proficient in YAML, JSON
  • Ability to use coding languages and scripting methodologies to solve complex workflows 
  • Proficient in Go is a plus

 

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, ansd subsequently share your CV or other personal details with Sophos, these detaild 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 opportunites 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.


Job Segment: Linux, Cloud, Technical Support, Technology