Customer Success Associate – Scale

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Sophos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

☁️ SaaS

💰 Post-IPO Equity on 2021-08

Cybersecurity • SaaS

Sophos is a leading cybersecurity company that specializes in protecting businesses against advanced cyber threats. The company offers a comprehensive suite of security solutions, including endpoint protection, managed detection and response (MDR), network security, and cloud security. With a prevention-first approach, Sophos aims to stop ransomware and other cyber threats before they cause harm. Sophos provides services such as threat research, security training, and operational support to ensure robust defense against cyberattacks. Their solutions cater to various industries including finance, healthcare, government, manufacturing, and retail. The Sophos Central platform delivers centralized security management, integrating seamlessly with existing IT infrastructure to enhance security posture.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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. • 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