At a Glance
- Tasks: Lead customer success initiatives and optimise the customer journey for enterprise clients.
- Company: Join Sophos, a global leader in cybersecurity with a collaborative culture.
- Benefits: Remote-first work model, competitive salary, and comprehensive benefits package.
- Other info: Diverse and inclusive environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in cybersecurity while leading a high-performing team.
- Qualifications: 10+ years in enterprise account management, preferably in Cyber/SaaS.
The predicted salary is between 100000 - 150000 £ per year.
About Us
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response. Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.
Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K.
Role Summary
Reporting directly to the VP, Customer Success, the Director, Enterprise Customer Success will drive initiatives focused on strategic alignment, metrics and reporting, process improvements, and operational excellence. The ideal candidate has deep expertise in customer success (CS) tools, processes, and operations, and thrives in a collaborative, fast-paced environment.
What You Will Do
- Strategy & Lifecycle Optimization: Define and optimize the customer journey from onboarding to renewal. Develop policies that align product capabilities with client goals to accelerate value realization.
- Revenue Growth: Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue.
- Team Leadership: Recruit, mentor, and scale a high-performing team of Customer Success Managers (CSMs).
- Executive Engagement: Act as the ultimate escalation point for complex client challenges and partner with top-tier enterprise stakeholders to translate technical solutions into clear financial outcomes.
- Cross-Functional Alignment: Collaborate with Sales, Marketing, and Product teams to align on customer needs, influence product roadmaps, and remove adoption friction.
- Track & Analyze: Develop and maintain performance metrics, dashboards, and reports to track business health.
What You Will Bring
- 10+ years experience in enterprise account management, with a proven track record in a Cyber/SaaS environment.
- Strong knowledge of CS tools, systems, and processes.
- Experience with operational metrics, analytics, and business performance reporting.
- Ability to inspire, motivate, and develop others while fostering an inclusive team culture.
- Ability to thrive in a fast-paced, evolving business environment.
- Experience managing high performing CS teams in the cyber space.
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.
- While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
- 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. 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. For more information on Sophos’ data protection practices, please consult our Privacy Policy.
Director, Enterprise Customer Success in Oxford employer: Sophos Group
At Sophos, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture that fosters collaboration and innovation. As an EMEA North Payroll Specialist, you will benefit from extensive employee growth opportunities, competitive compensation, and the chance to work in a fast-paced environment that values diversity and excellence. Our commitment to your professional development and well-being makes Sophos a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Enterprise Customer Success in Oxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sophos Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sophos Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Enterprise Customer Success in Oxford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sophos Group:Your cover letter is your chance to shine! Tell us why you want to work at Sophos Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sophos Group!
How to prepare for a job interview at Sophos Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
