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.

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.

Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
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

Customer Success Associate – Scale

Key skills