Sophos

Customer Success Associate – Scale

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Job Description

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 North America. 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.

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