Americas Customer Success Team Lead

About the Role:

• You will lead the Americas Customer Success team, focusing on scalable engagement for high-volume customers.
• You will manage the customer lifecycle from deployment to renewal, ensuring satisfaction and value.
• You will build team structure and collaborate with cross-functional teams.

Key Responsibilities:

• Recruit and lead an Americas Customer Success team to improve customer experience and grow value.
• Create scalable engagement models and develop CSM playbooks for the customer journey.
• Optimize Customer Success operations and work with sales, support, and product for smooth handoffs.

Qualifications and Experience:

• Must have cybersecurity experience and 5+ years managing a team, 7+ years in CSM or Account Manager at B2B tech.
• Proven track record with enterprise customers and ability to drive success aligned with business goals.
• Strong cross-functional relationship-building skills and creative problem-solving ability.

Working at Sophos:

• Sophos is a remote-first company committed to diversity and inclusion.
• Base salary range $101,600-$168,800 plus bonus eligibility and comprehensive benefits.
• Willingness to travel 25% is required.