[Hiring] Customer Success Associate @Sophos

Role Description

Sophos is seeking a proactive and motivated Scale Customer Success Manager to drive value to our “tech-touch” customer experience for a large number of customers in LATAM. 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 at scale. This 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.
• Contribute to the design and continuous improvement of the Digital customer journey and customer communication strategies.
• Work with Renewals, Sales, Product, and CS to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others.
• Monitor customer health indicators to identify engagement opportunities and risk signals.

Qualifications

• 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus.
• Fluent written and spoken Portuguese and English required. Spanish is a strong bonus.
• 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.

Benefits

• 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.