Expanding Sophos Customer Success – Global Growth, Greater Coverage

Partner Program•Customer Success•Renewals•Support

We’re growing Customer Success at Sophos — and that means more support for you.

Jul 25 2025 By

At Sophos, our commitment to “Partner First. Partner Best.” remains stronger than ever. As the foundation of our success — you — as our valued partner, play a critical role in ensuring that customers not only adopt our solutions but also thrive with them.

Today, we’re excited to share that we are expanding our Customer Success (CS) motions globally, a move that will bring even more dedicated support, insights, and engagement opportunities for our partners around the world.

 

What’s Changing?

As we scale Customer Success worldwide, more customers than ever before will benefit from proactive engagement and support throughout their journey with Sophos. This includes:

  • Increased Customer Success Manager (CSM) coverage for key customer accounts. We have strengthened our Account Teams by assigning dedicated CSMs who take full ownership of all Sophos-related matters for their assigned customers. They support the daily operations of our customers, ensuring a seamless experience, and work closely with our partners and sales teams to deliver the best possible cybersecurity solutions.
  • Broader tech-touch engagement for smaller or emerging customer accounts, using digital tools, automation, and relevant touch points from Scale CSMs to drive personalized value.
  • Enhanced global alignment with localized execution to ensure a consistent, high-quality experience across all regions — supported by local language coverage, regionally based Customer Success hires, and culturally relevant engagement.

 

What This Means for You

We want to reassure you that this expansion is built to support your success as a valued Sophos partner, not replace or disrupt your existing relationships. Here’s what to expect:

  • We will be reaching out directly to customers, engaging them in meaningful onboarding, adoption, and value realization conversations. Our goal is to empower you as the IT partner of our shared customers, supporting your relationship with them and highlighting the value of your additional services.
  • CSMs will work with you to identify opportunities, reduce churn risk, and enhance customer satisfaction.
  • Customers may hear from us more frequently as part of this initiative. This is by design and intended to add value to their Sophos experience, and yours.

 

The Role of Customer Success

Customer Success at Sophos is a strategic function that extends well beyond reactive support. CSMs are here to:

  • Ensure customers achieve their desired business outcomes and fully leverage our technology, ultimately driving the success of their business.
  • Identify risks and proactively address them to secure long-term retention.
  • Serve as escalation points and strategic advisors.
  • Drive product adoption and support renewals.
  • Uncover and share expansion opportunities that partners can execute on.

 

How This Benefits You

Our expanded CS efforts are designed to amplify your success:

  • More satisfied customers = higher retention rates and stronger renewal pipelines.
  • Ongoing value discussions = new upsell and cross-sell opportunities.
  • Risk mitigation = fewer surprises and more predictable revenue, saving you time and resources.
  • Alignment with Sophos = a seamless, shared journey that benefits everyone.

 Please note that MSP Flex customers continue to remain outside of CS scope.

 

We’re Here to Partner with You

As always, collaboration is key. Our CS team is available to work with you at any stage of the customer lifecycle. For shared customer accounts that have an assigned CSM, you may hear from the CSM directly. If you have questions, need support, or want to coordinate on customer strategy, we encourage you to reach out at customersuccessteam@sophos.com.

Together, we’re creating more value for customers and more opportunity for you. Thank you for your continued partnership.

About the Author

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the 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 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 www.sophos.com.