Customer Success Manager – Scale (Bilingual English Speaker)

Role Summary
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 North America. 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.
What Will You Bring
2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus.Fluent written and spoken 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.