Customer Success Manager, German speaking

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take ownership of the customer lifecycle by offering continuous and proactive support to Sophos clients, ensuring high customer satisfaction, deep engagement, and mutual success, leading to successful renewals and a trustworthy customer relationship.

• Build essential relationships with both strategic and operational stakeholders at your customer accounts, conducting regular check-ins to comprehend and swiftly address their needs and concerns.

• Collaborate with clients to understand their security objectives, threat landscape, and compliance requirements, and align our capabilities accordingly.

• Facilitate onboarding sessions and deliver ongoing, AI-assisted guidance on secure architecture, integrations, and best practices in partnership with your customers’ Sophos partners and our service teams.

• Track account health through telemetry, reporting, and customer feedback to proactively manage risks and identify value-added opportunities.

• Conduct Quarterly Business Reviews (QBRs) and success planning with both technical and business stakeholders.

• Function as a unified Go-To-Market team alongside Sales, Renewals, and Customer Success. Collaborate with Support, Product, and Operations teams on escalations, feature requests, and critical incident management.

• Simplify complex technical information into clear, actionable insights for customer teams.

• Inform customers about roadmap reviews, new product features, threat intelligence, and industry trends through enablement sessions and advisory calls.

• Contribute to improvements in internal processes and the creation of reusable assets, such as playbooks, onboarding guides, and AI agents.

⛳️ Requirements

• Several years of experience in a Customer Success role within the cybersecurity or enterprise SaaS sector.

• General knowledge of cybersecurity principles, tools, and frameworks, including endpoint protection, XDR, MDR, and SIEM.

• Significant experience in effectively communicating and presenting to both technical audiences and senior executive stakeholders.

• Proven capability in managing customer communications in both German and English across technical discussions, business reviews, and executive engagements.

• Experience collaborating with sales partners and service providers.

• Strong customer advisory and relationship management skills.

• Excellent communication abilities with the skill to manage multiple stakeholders.

• Experience in supporting enablement, roadmap discussions, and product feedback loops.

• Proactive in identifying risks and managing account health.

• A mindset geared towards continuous improvement.

• Strong sense of ownership, accountability, and customer orientation.

• Adaptability in dynamic and global customer environments.

• Ability to collaborate across functions both internally and externally.

🏝️ Benefits

• Sophos implements a remote-first working model, making remote work the primary option for most employees.

• Employee-led diversity and inclusion networks that foster community, education, and advocacy.

• Annual charity and fundraising initiatives along with volunteer days for employees to support local communities.

• Global employee sustainability initiatives aimed at reducing our environmental footprint.

• Global fitness and trivia competitions designed to keep our bodies and minds sharp.

• Global wellbeing days for employees to unwind and recharge.

• Monthly wellbeing webinars and training sessions to support employee health and wellbeing.