Customer Success Manager, German speaking

Role Overview

• Own the customer lifecycle, providing ongoing and proactive assistance to Sophos customers to drive high level of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal and a trustful customer relationship.
• Establish key relationships with strategic and operational stakeholders at your customers, ensuring regular check-ins to understand, and promptly address client needs and concerns.
• Partner with customers to understand their security goals, threat landscape, and compliance requirements; map our capabilities accordingly.
• Lead onboarding sessions and provide ongoing and AI-assisted guidance on secure architecture, integrations, and best practices in cooperation with your customers’ Sophos partners and our service teams.
• Monitor account health using telemetry, reporting, and customer feedback to proactively mitigate risk and identify value-add opportunities.
• Conduct Quarterly Business Reviews (QBRs) and success planning with technical and business stakeholders.
• Act as one Go-To-Market team with Sales, Renewals and CS. Collaborate with Support, Product and Operations teams on escalations, feature requests, and critical incident management.
• Translate complex technical information into clear, actionable insights for customer teams.
• Educate customers on roadmap reviews, new product features, threat intelligence, and industry developments through enablement sessions and advisory calls.
• Contribute to internal process improvement and the development of reusable assets, such as playbooks, onboarding guides and AI agents.

Requirements

• Several years in a CS role in the cybersecurity or enterprise SaaS industry
• General understanding of cybersecurity principles, tools, and frameworks, including endpoint protection, XDR, MDR and SIEM.
• Extensive experience communicating and presenting effectively across technical audiences and senior executive stakeholders
• Proven experience managing customer communication in both German and English across technical discussions, business reviews, and executive engagements.
• Collaboration with sales partners and service providers.
• Customer advisory and relationship management.
• Strong communication skills with the ability to manage multiple stakeholders.
• Experience supporting enablement, roadmap discussions, and product feedback loops.
• Proactive risk identification and account health management.
• Continuous improvement mindset.
• Ownership, accountability, and customer focus.
• Adaptability in global and fast-changing customer environments.
• Cross functional collaboration both internally and externally.

Tech Stack

• Cyber Security
• Go

Benefits

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