About Us
Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the 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 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
We are seeking a dynamic and strategic Director, Scale Customer Success to lead and grow our tech-touch customer engagement strategy. This role is responsible for designing and executing scalable customer success programs that drive product adoption, retention, and growth through automation, insights, and digital communication channels. The ideal candidate will leverage data-driven approaches to deliver exceptional customer experiences at scale, ensuring our customers achieve maximum value from our products and services.
What You Will DoTeam Leadership: Build and lead a high-performing team dedicated to scaling customer success through digital channels. Develop and Execute Tech-touch Strategy: Design and implement a scalable customer success program that leveragestools, self-service, and proactive engagement to support a large customer base. Customer Lifecycle Management:Together with our Digital CX team, create a digital engagement model that drives customer adoption, expansion, and retention through tailored experiences, including email campaigns, webinars, and community engagement. Leverage Data and AI:Utilize customer data, analytics, and AI to segment users, personalize outreach, and proactively identify opportunities for customer success interventions. Cross-functional Collaboration: Work closely with Product, Marketing, Sales, and Support teams to ensure alignment in customer communications and initiatives. Scale Automation and Self-Service: Implement and optimize technology solutions, including digital onboarding, knowledge bases, automated touchpoints, and chatbots, to enhance customer experience. Measure and Optimize Performance: Define key performance indicators (KPIs) and track the success of tech-touch initiatives, continuously iterating based on insights and customer feedback. Customer Advocacy: Drive community engagement, customer forums, and knowledge-sharing initiatives to empower customers to succeed with minimal direct intervention. What You Will Bring5-7 years of experience in Customer Success, SaaS, or a related field, with a focus on digital or tech-touch customer engagement. 3-4 years of experience leading Customer Success functions Proven track record of designing and executing scalable customer success strategies in a fast-paced, high-growth environment. Strong understanding of automation tools, AI-driven engagement, and customer analytics platforms. Experience with customer journey mapping, lifecycle marketing, and digital community building. Data-driven mindset with expertise in leveraging insights to drive decision-making and strategy. Excellent leadership, communication, and stakeholder management skills. Experience working cross-functionally with Product, Marketing, and Sales teams to enhance the customer experience.
Preferred Qualifications:
Experience with CRM and Customer Success platforms such as Gainsight, HubSpot, or Salesforce. Background in SaaS, enterprise software, or technology-driven organizations. Understanding of AI and automation trends in customer engagement. In Canada, the base salary for this role ranges from $147,200 to $244,800. 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.
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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 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
Cybersecurity as a Service Delivered | Sophos
