This past year, we’ve made significant investments to strengthen customer and partner support and success. Not just because it’s good business — but because it’s core to who we are as a company.
5 Key Investments in Retention and Support
Retention is key to long-term success for Sophos and our partners. Strong, lasting relationships drive sustainable growth, trust and efficiency. By keeping our joint customers, we ensure ongoing value, open more opportunities to sell and cross-sell, and — most importantly — deliver better security outcomes for everyone.
Here are five key areas where we’ve invested to help you succeed:
1. Partner Care
The expanded Partner Care team is here to support you every step of the way — from onboarding to long-term growth. With proactive and personalized guidance, we help you navigate our programs, solve challenges and deliver more value to your customers. It’s all about making your journey with Sophos smoother, more successful, and focused on shared outcomes.
2. Customer and Partner Success
We’ve introduced and scaled a team of dedicated Customer Success Managers focused on fast time-to-value. They ensure onboarding is successful and that customers receive value throughout their lifecycle — delivering exactly what we promise at the point of sale.
This includes a mix of digital self-serve experiences and personalized human-led proactive support to assure fast time to value in onboarding and deep adoption of our full portfolio.
3. Technical Account Manager (TAM) Services
Our Technical Account Manager team is designed to provide customers with expert technical guidance, faster solution delivery and product innovation roadmap reviews tailored to the customer environment. TAMs help optimize deployments, reduce risk and align on shared goals — enabling partners to deliver greater value, improve customer retention and drive growth.
4. Renewals Team
We’ve also invested heavily in our Renewals team with new headcount and training. We’ve introduced license compliance measures to enforce a more proactive, efficient renewal process — making it easier to close renewals on time, which is a critical success metric.
Our all-new Partner Portal speeds up high-volume renewals. And with “quoteless” ordering and additional automation on the way, renewing is getting easier and faster. Stay tuned!
For renewal opportunities due this quarter or next, pre-generated, editable quotes with favorable pricing (where applicable) are available on the Sophos Partner Portal. Now, you’ll also find a Sophos MDR Essentials Upgrade Quote for Sophos Endpoint renewals (portal login required). It includes a lucrative customer promo discount and the deal registration discount advantage for incumbent resellers. This means more margin protection, less admin work, and faster quoting as you can easily share these quotes with your preferred distributor for final pricing.
5. Technical Support
Our expert Technical Support team now manages around 30,000 inbound tickets a month from both partners and customers. With upgraded services, AI-powered automation and enhanced certifications, we’re focused on helping you support your customers and deliver an outstanding experience.
At Sophos, we are heavily investing in your success — and we’ve listened to your feedback. As a valued partner, we’re committed to giving you the tools and capabilities you need to retain and grow your customer base.
Protecting customers is something we’ve built together and retaining them is just as critical as winning them in the first place. That’s what my entire organization is dedicated to.
We also welcome your feedback. Together, let’s strengthen customer loyalty and retention.
