Customer Success Associate – Scale

Sophos is seeking a proactive and motivated Scale Customer Success Associate to drive  value to our “tech-touch” customer experience for a large number of customers in EMEA. In this role, you’ll deliver strategic customer engagement through 1:1and 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 support customer escalations – facilitating escalation resolution and triaging inquiries to appropriate internal teams, ensuring a cohesive customer experience.  

• 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.