Job Description

About UsSophos 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 AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos' complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen 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 state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.Role SummaryAt Sophos, we protect people from cybercrime by developing powerful and intuitive products and services that provide the world's most effective cybersecurity for organizations of any size.The Sophos Customer Success team is dedicated to ensuring every customer realizes the value they receive by renewing and expanding our business partnership.As a Customer Success Manager (CSM), you will be responsible for retaining and incrementally expanding our customers to achieve business value and a return from their security investments. You will work closely with our customers in UAE region as their trusted advisor focused on increasing value, retention, customer satisfaction and expansion opportunities across your CSM book of business. As a CSM, you will work collaboratively with both the renewals and new business sales teams to ensure our customers realize the true value of Sophos cyber security solutions, expanding business relationships.The Customer Success Manager (CSM) will have a portfolio of accounts as well as serving as an on-demand 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: Be accountable for engagement and satisfaction over the lifetime of the customer, partnering with them to build a joint plan for success and maintaining a detailed understanding of their business to achieve high levels of satisfaction and adoption of Sophos technology.
• Enhance Customer Experience: Deliver an outstanding customer experience to support Sophos' brand promise of superior cybersecurity outcomes, facilitating cross-sell and upsell opportunities, and acting as an escalation point for high-impact issues.
• Build and Nurture Long-Term Relationships: Solidify the Sophos commitment and partnership to ensure customer success by developing strong relationships with key buyers and influencers in customer accounts and maintaining regular check-ins to understand and address client needs and concerns.
• Conduct Regular Business Reviews: Generate proactive Security Protection Reviews (SPRs) and Quarterly Business Reviews (QBRs) focused on customer engagement, product adoption, and alignment with business goals, while monitoring customer analytics and KPIs.
• Maximize Customer Value: Drive customer adoption, usage, and satisfaction of Sophos products and services to achieve renewals, product expansion, and new growth, while ensuring customers derive maximum value from their investments.
• Drive Retention and Expansion: Identify and mitigate renewal risks to maximize retention rates, while recognizing upsell, cross-sell, and expansion opportunities within your book of business to sustain growth and profitability.
• Understand Customer Success Criteria: Develop an in-depth understanding of customer success criteria, initiatives, and use cases that support short- and long-term business goals based on their unique industries and IT operating environments.
• Stay Current on Cybersecurity Trends: Research, evaluate, and articulate an overview of threat actor tools, techniques, technologies, and the threat landscape to provide continuous customer education on the Sophos portfolio, including new products, features, and enhancements.
• Collaborate and Customize Solutions: Proactively learn and understand customers' established cybersecurity controls to tailor Sophos/Taegis MDR services, customizing detection capabilities and methodologies to meet specific customer needs.
• Track and Optimize Customer Progress: Monitor and track customer progress based on success criteria and key performance indicators (KPIs), creating and maintaining Rolling Action Item List (RAIL) plans to ensure business value outcomes.
• Performance Metrics and Process Improvement: Track key CSM performance metrics, analyze data to make data-driven decisions, optimize the renewals process, and drive productivity through continuous process improvement.

What you will bring

• Excellent communicator and collaborator, able to motivate and inspire others by simplifying the complex.
• Highly motivated and have a burning desire to exceed renewal and expansion targets with commitment to excellence in Customer Success.
• Preferred fluency in both English and Arabic business languages, written and spoken.
• Analytical mindset with the ability to use data to drive decision-making for the preparation of Customer Success reporting.
• Minimum of 3+ years' experience in a Customer Success Manager (CSM) role or equivalent history of increasing customer satisfaction, adoption, and retention.
• Minimum of 2+ years of experience working in a SaaS based platform environment.
• Minimum of 2+ years of experience in network security or related computer science discipline.
• Minimum of 2 years of experience leading presentations (remote and in person) to external customers, managing accounts and interacting with management and technical personnel.
• Passion for cybersecurity and willingness to keep learning about the threat landscape.
• Mandatory experience or understanding of: Cybersecurity terms, principles, and historical/real-time events. Internet protocols (TCP/IP) services, and technologies. Common cyber security controls (e.g., firewalls, proxies, IDS/IPS, WAF). Identifying cyber security gaps.
• Experience with: Reviewing both endpoint and network-based cyber security investigations. Reviewing security control logs to identify possible evidence of intrusions. Correlating indicators and detectors within networks to identify the scope and severity of attacks. Detecting and understanding of anomalous IT system activity.
• Security+, CompTia or GSEC Certification.

#LI-Remote#B2Ready 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?xc2xb7 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.xc2xb7 Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spiritxc2xb7 Employee-led diversity and inclusion networks that build community and provide education and advocacyxc2xb7 Annual charity and fundraising initiatives and volunteer days for employees to support local communitiesxc2xb7 Global employee sustainability initiatives to reduce our environmental footprintxc2xb7 Global fitness and trivia competitions to keep our bodies and minds sharpxc2xb7 Global wellbeing days for employees to relax and rechargexc2xb7 Monthly wellbeing webinars and training to support employee health and wellbeingOur Commitment To YouWe'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 ProtectionIf 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

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