Director, Enterprise Customer Success
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✨ What you’ll be working on
Sophos is hiring a Director of Enterprise Customer Success to lead its enterprise customer success organization in the United States. This fully remote leadership role is ideal for an experienced customer success professional who enjoys building high-performing teams, improving customer experiences, and helping enterprise customers achieve long-term success.
You’ll work closely with executive leaders across Sales, Product, and Marketing while driving customer retention, adoption, and business growth for some of Sophos’ largest enterprise customers.
What You’ll Do
- Lead and mentor a team of Enterprise Customer Success Managers.
- Improve the customer journey from onboarding through renewal.
- Monitor customer health, retention, and expansion opportunities.
- Partner with executive stakeholders to solve complex customer challenges.
- Collaborate with Sales, Marketing, and Product teams to improve customer adoption.
- Develop dashboards, reports, and customer success metrics.
- Drive operational improvements that increase customer satisfaction and recurring revenue.
- Act as the executive escalation point for strategic enterprise accounts.
What You’ll Need
- 10+ years of experience in Customer Success or Enterprise Account Management.
- Experience leading customer success teams in SaaS or cybersecurity.
- Strong understanding of customer success operations, tools, and processes.
- Experience using business metrics and analytics to improve performance.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to thrive in a fast-moving and collaborative environment.
Nice to Have
- Leadership experience in enterprise cybersecurity organizations.
- Experience managing strategic enterprise customer relationships.
- Knowledge of customer lifecycle management and customer health scoring.
- Background in operational planning and business performance reporting.
Why Join Sophos?
Sophos protects more than 600,000 organizations worldwide with AI-powered cybersecurity solutions and managed security services. As a remote-first company, Sophos offers the opportunity to lead a global customer success organization while working with enterprise customers and industry-leading security technologies.
Employees enjoy competitive pay, performance incentives, comprehensive benefits, wellness programs, learning opportunities, paid volunteer initiatives, and a flexible remote-first work culture.