Customer Success Associate – Scale

Role Summary

Sophos isseekinga proactive and motivated Scale Customer Success Associatetodrivevalueto our “tech-touch” customer experience fora large number ofcustomersin  this role,you’lldeliver strategic customer engagementthrough1:1and1:many communications, connecting our customers to value while driving usage of the Sophos suite of products.

You’llplay a key part in onboarding and adoption, ensuringcustomersare set up for long-term success, renewal, andgrowth.

Youwillalsosupportcustomer escalations –facilitating escalation resolution andtriaging inquiries to appropriate internal teams, ensuring a cohesive customer experience.

• Drive product adoption and customer outcomes through1:1and1:manychannelsincludingvideo calls,email engagement,and webinars.
• Support a range of digital touch points, aiming to bring customers tovalue in all stages of the customerlifecycle.
• Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities.
• Owntimelyescalation of customer and internal queries, understanding when to elevate 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, andCS teams.
• Monitor customer health indicators toidentifyengagement opportunities and risk signals.

• Experience in customer success, customer support, sales, or customer marketing.
• Exceptional ability to communicate and foster positive business relationships; comfortable being accountable for driving success with customers.
• 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.
• Fluent written and spoken English required.

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.

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