Customer Success Manager - German speaking (m/f/d)
About Us
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response. Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats. Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. Role Summary To serve as a single point of contact for mid-size to enterprise customers from various industries, guiding them through onboarding, deployment, configuration, and adoption of Sophos solutions. The role is focused on helping customers achieve their security goals, improve solution value realization, and strengthen long-term engagement through technical guidance, proactive risk mitigation, and ongoing success planning with both operational and strategic stakeholders. \n What You Will Do: 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. What You Will Bring: 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 \n#B2 #LT_MT1 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. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship. · 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 Apply To This Job