Customer Success Consultant - #116551


Date: 2 weeks ago
City: Makati City, Metro Manila
Contract type: Full time

About Us

Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based 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, turnkey 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

Role Summary

The Customer Success Organization focuses on our most strategic customers, primarily covering our Cybersecurity as a service offering. The Customer Success Consultant will have a portfolio of accounts as well as serve as an “on-demand” Customer Success Consultant and lead 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 products and services.

What You Will Do
    • Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer.
    • Drive subscription renewals, expansion and cross-sell bookings
    • Establish key relationships with the customer, ensuring regular check-ins 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 the customer’s business to achieve high levels of customer satisfaction, engagement, and 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 high-impact 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




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. If you have any questions about Sophos’ data protection practices, please contact **************

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Account (Telesales) Executive – Philippines (Makati-based), Makati City, Metro Manila
19 hours ago
Account (Telesales) Executive – Philippines (Makati-based) Apply Now Makati About Agoda  Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity,...

Accounting Manager - CPA (Travel Agency)

J-K Network Manpower Services, Makati City, Metro Manila
5 days ago
Company Profile: This company is travel agency that offers a lot of services like hotel and airlines bookings and tour transportation. They operates for more than 51 years in the industry.Position: Accountant Industry: Travel Agency Location: Makati City or Ortigas Pasig Salary: Php60,000-Php80,000 Working Schedule: Monday – Friday (Dayshift) Work Set-up: Work Onsite Responsibilities: Will handle general accounting. Will process...

Japanese Marketing Specialist (Php 80,000 - 100,000)

J-K Network Manpower Services, Makati City, Metro Manila
5 days ago
Company Profile: An outsourcing and service provider in the Philippines that caters a professional service, marketing with vast experience on the service provider industryPosition: Japanese Marketing Specialist Company Industry: BPO ~ Online Gaming Location: Makati City Work Schedule: Shifting Salary: Highly Negotiable Work set-up: Onsite Benefits: • Free Meals • Free Accommodation • Attendance Incentives • Performance Incentives • Paid...