About Us Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.   Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.   Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

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.

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Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.   What's Great About Sophos? ·   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   Our Commitment To You We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.    Data Protection If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos