Senior Customer Success Manager – ANZ

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

📋 Description

• Oversee designated accounts, ensuring engagement and satisfaction throughout the customer’s journey.

• Build significant relationships within the customer organization, conducting regular check-ins to comprehend and swiftly address client needs and concerns.

• Cultivate robust relationships with key decision-makers and influencers within customer accounts, leveraging these connections throughout the customer's lifecycle.

• Collaborate with the customer to create a shared success plan, maintaining an in-depth understanding of their business to achieve high levels of satisfaction and engagement with Sophos technology.

• Provide an exceptional customer experience to uphold our brand promise of delivering excellent cybersecurity results while facilitating the cross-sell and upsell of services and products.

• Track customer analytics and KPIs to highlight the value of the customer solution and identify opportunities to enhance the customer experience and optimize the solution.

• Execute regular business reviews, clearly communicating the specific value Sophos’ services provide to the customer and progress toward defined milestones and goals.

• Coordinate the efforts of related roles across onboarding, sales, product operations, services, and renewals to ensure seamless transitions and an optimal customer experience.

• Drive business growth and profitability by maximizing value, increasing usage, promoting the adoption of services, and minimizing churn.

• Serve as an escalation point for significant customer issues when necessary, ensuring that the relevant teams at Sophos are engaged for prompt resolution.

• Collaborate with the broader CSM team to implement scalable programs and process enhancements aimed at improving the efficiency of internal customer success processes and enhancing customer experience.

• Must be open to travel.

⛳️ Requirements

• A minimum of 5 years’ experience in customer success roles; additional experience in customer support, sales, or business development is advantageous.

• Outstanding communication skills with the ability to cultivate positive business relationships, along with a comfort in being accountable for driving customer success.

• Experience in translating customer challenges and needs into business or solution requirements.

• Capability to be recognized as a trusted advisor to senior executives in large organizations and to formulate strategic account plans.

• Excellent organizational skills with the ability to set milestones and keep project plans on track.

• Understanding of how organizations gauge value and drive revenue, with experience in recurring revenue sales models and renewal processes being beneficial.

• Strong technical acumen, with the ability to articulate the advantages of various technologies; robust knowledge of cybersecurity is an added advantage.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and advancement.

• Flexible working arrangements to promote work-life balance.