Sophos Launches Customer Success Program: Boosting Cybersecurity Support
Sophos, a leading cybersecurity company, has introduced its Customer Success program to enhance support for customers and partners.
Starting August 14, 2024, this initiative brings in expert teams to guide customers post-purchase, offering security resources, alerts, and education. (Source: Sophos)
Key Features
Security resources and alerts
Cybersecurity webinars
Information on cyberattacks
Investment maximization guidance
Help with expanding Sophos-based defenses
Personalized Support
A Sophos advisor acts as a single point of contact, providing onboarding assistance, investment scaling advice, tailored defense strategies, quick answers, and threat intelligence.
For more on personalized support, read my article on customer success engagement expert insights.
Two-Tier Service Model
High-Touch: Personalized support for complex organizations
Tech-Touch: Automated support for partners with many customers
Learn more about effective service models in my guide on selecting the right CSM software.
Partner Collaboration
Sophos works closely with channel partners and Managed Service Providers (MSPs) to create a robust protection ecosystem.
Comprehensive Approach
The program helps customers fully utilize Sophos solutions, including Managed Detection and Response (MDR) services, and endpoint, network, email, and cloud security.
For more on security strategies, check out my guide on AI-powered customer success.
Vision and Impact
Angela Bucher, VP of Customer Success at Sophos, emphasizes improved customer satisfaction through a single point of contact.
Sam Heard, a Sophos partner, highlights the program's role in empowering partners to understand and scale with customers.
Why It Matters for Customer Success
Shifts from reactive to proactive support
Focuses on customer outcomes and value
Balances personalized and scalable solutions
Integrates partner ecosystems
Adapts to industry-specific needs
Emphasizes customer education
Suggests focus on measurable outcomes
For customer success professionals, this initiative offers insights into creating a comprehensive, scalable program that addresses industry-specific challenges.
Learn more about improving your skills in my customer success career guide.