Customer Success Enablement Manager

About UsSophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

As a Customer Success Enablement Manager, you'll ensure optimal performance across all Customer Success teams by focusing on internal communications, training, and quality assurance. Collaborating with stakeholders throughout the organization, you'll streamline information flow and maintain the Customer Success Rules of Engagement. Your role involves identifying departmental needs and executing strategies for training, quality assurance, and cross-functional communication. Additionally, you'll work closely with Customer Success leadership to develop operational frameworks and support the creation of content for internal and external stakeholders. Overall, your contributions will enhance employee and customer experiences while facilitating the operations of cross-functional initiatives.

What You Will Do

• Create and implement strategies for Customer Success internal communications including optimizing and maintaining our intranet page, scheduling, supporting and facilitating team and departmental meetings, optimizing Team usage, etc.
• Offer project management for Customer Success Leadership with Rhythms of Business and assets including weekly team meetings, biweekly leadership meetings, All-hands meetings, CS runbook, and other strategic projects
• Create processes for and facilitate CS strategic planning on quarterly and annual cadence
• Act as the key contact and liaison for CS with other teams and departments. Ensure information flows smoothly from CS, renewals, product, and operations units into and out of customer success.
• Create and support the development of communication and presentation materials for the team, leadership, key stakeholders, and the org, to ensure transparency, information, and results sharing. Schedule and facilitate these presentations as needed.
• Work with Customer Success Leadership to identify training needs, and partner with subject matter experts across the org to create learning opportunities and resources.
• Design, rollout, and support the maintenance of a shared evergreen knowledge management system that supports ongoing educational information and resources for our Customer Success teams.
• Create a Customer Success Quality assurance strategy and program. Design, rollout, and support the maintenance of this program and partner with Customer Success leadership to execute our QA strategy.

What You Will Bring

• Demonstrated leadership abilities with a minimum of 3 years experience in Customer Success, Customer Experience, or Operations.
• Excellent communication skills, capable of simplifying complex concepts for easy understanding.
• Proven bias for action with a drive to efficiently complete tasks to meet deadlines.
• Passionate about continuous improvement, and adept at analyzing and enhancing current processes using best practices.
• Proficient in building strong relationships within teams, across the company, and within the tech industry.
• Demonstrated ability to effectively collaborate with colleagues to align strategies, overcome obstacles, and enhance customer experience.
• Strong background in leading content strategy and design.
• Experience overseeing multiple initiatives, including high-level projects each quarter, working with stakeholders and cross-functional teams from planning to measurement of outcomes.
• Strong time management skills, capable of prioritizing various fast-moving initiatives and communications effectively.
• Results-driven mindset, committed to staying accountable and achieving targets.

In Canada, the base salary for this role ranges from $ 97,000 to $161,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package.  A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

#B2

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To YouWe’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 who 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.