Customer Success Manager - Bilingual Spanish and Portuguese

About Us

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform.

Role Summary

The Customer Success Organization focuses on our most strategic customers. The CSM will have a portfolio of accounts and lead the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. You’ll leverage your expertise to guide our customers through their journey, maintain consistent engagement, ensuring they achieve their goals and derive maximum value from our products, as well as to identify opportunities for additional Sophos products and services.

What You Will Do

• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
• Establish key relationships with the customer, ensuring regular check-ins to understand and address promptly client needs and concerns.
• Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer.
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology.
• Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products.
• Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution.
• Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
• Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience.
• Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution.
• Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
• Must be willing to travel.

What You Will Bring

• Bilingual in Spanish and Portuguese alongside English.
• 3+ years’ experience in customer success roles; additional experience in customer support, sales, or business development is a plus.
• Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers.
• Experience in translating customer issues and needs into business or solution requirements.
• Ability to be seen as a trusted advisor to senior executives in large organizations and able to build strategic account plans.
• Excellent organizational skills and ability to establish milestones and keep project plans on task.
• Understanding how organizations measure value and drive revenue with experience in recurring revenue sales models and renewal processes is an advantage.
• Strong cybersecurity knowledge is an asset.

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.
• 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 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 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.

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.