Customer Success Manager – Scale (German Speaker)

Sophos is seeking a proactive and motivated Scale Customer Success Manager to drive value to our “tech-touch” customer experience, supporting a large number of customers in the DACH region. 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.

• 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus. 

• Fluent written and spoken German and English required. 

• 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.