Customer Success Manager – Scale (Italian or Spanish Speaker

Scale Customer Success Manager

Sophos is seeking a proactive and motivated Scale Customer Success Manager to drive value to our "tech-touch" customer experience, supporting a large number of customers in EMEA. In this role, you'll deliver strategic customer engagement through 1:1 and 1:many communications, connecting our customers to value while driving usage of the Sophos suite of products.

You'll play a key part in onboarding and adoption, ensuring customers are set up for long-term success, renewal, and growth. You will also own customer escalations - facilitating escalation resolution and triaging inquiries to appropriate internal teams, ensuring a cohesive customer experience. As Sophos evolves, you'll help shape and refine our scaled customer success strategy—contributing to the prioritization and iteration of programs that deliver value s is a unique opportunity to have a meaningful impact on how we engage and retain our customers.

What You Will Do

• Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars.
• Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle.
• Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities.
• Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive.
• Conduct effective and engaging customer calls and webinars.
• Manage and prioritize a high volume of daily tasks.
• Collaborate cross-functionally with Renewals, Sales, Product, and CS teams.
• Monitor customer health indicators to identify engagement opportunities and risk signals.

What You Will Bring

• 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus.
• Fluent written and spoken Italian or Spanish required.
• Fluent written and spoken English required.
• Exceptional ability to communicate and foster positive business relationships; comfortable being accountable for driving success with customers.
• Proven ability to produce and deliver compelling customer materials to drive business objectives.
• Excellent organizational skills and ability to establish milestones and keep project plans on task.
• Understanding how organizations measure value and drive revenue with experience of recurring revenue sales models and renewal processes an advantage.
• Experience employing a one-to-many approach globally.

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…