Customer Success Associate – Scale

Role Summary

Sophos is seeking a proactive and motivated Scale Customer Success Associate to drive value to our “tech-touch” customer experience for a large number of customers in EMEA. In this role, you’ll deliver strategic customer engagement through 1:1and 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 support customer escalations - facilitating escalation resolution and triaging inquiries to appropriate internal teams, ensuring a cohesive customer experience.

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

• 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.