Senior Customer Success Consultant Japanese Speaker

extra holidays - fully flexible
Work set-up: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

Minimum of 3 years experience in customer success roles., Fluent in native Japanese to serve the Japan market., Strong communication and relationship-building skills., Basic understanding of cybersecurity and technical concepts..

Key responsibilities:

  • Manage customer accounts and ensure satisfaction throughout their lifecycle.
  • Build and maintain relationships with key stakeholders within customer organizations.
  • Coordinate with internal teams to deliver a seamless customer experience.
  • Identify opportunities for upselling and renewal to support business growth.

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Sophos Large https://www.sophos.com/
1001 - 5000 Employees
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Job description

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 AIoptimized services, technologies and products. Sophos is now the largest pureplay Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industryleading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, marketleading Taegis XDRMDR, identity threat detection and response (ITDR), nextgen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and statesponsored cybercrimes. The solutions are powered by historical and realtime threat intelligence from Sophos XOps and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary
The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an “ondemand” CSM and leading the engagement throughout the customer lifecycle from deployment and adoption through renewal ensuring satisfaction and maximizing customer value. With customers, you will create and implement success plans focused on attaining desired customer outcomes and identifying opportunities for additional Sophos product and services.

What You Will Do
  • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
  • Establish key relationships within the customer, ensuring regular checkins 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 customer’s business to achieve high levels of customer satisfaction, engagement, 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 highimpact 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
  • 3+ years’ experience in customer success roles, additional experience in customer support, sales, or business development is a plus.
  • Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals.
  • Exceptional ability to communicate and foster positive business relationships, and comfortable being accountable for driving success with customers
  • Experience of 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 organization measure value, drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
  • Solid technical acumen able to explain the benefits of different technologies, strong cybersecurity knowledge an advantage
  • Fluent to Native Japanese speaking ability to cater to Japan market.
  • #JE
    #LIremote
    #B2

    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 dont 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. Dont let a checklist hold you back – we encourage you to apply.

    Whats Great About Sophos?
    · Sophos operates a remotefirst 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
    · Employeeled 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
  • Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Spoken language(s):
    Japanese
    Check out the description to know which languages are mandatory.

    Other Skills

    • Relationship Building
    • Technical Acumen
    • Organizational Skills
    • Teamwork
    • Communication
    • Problem Solving

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