Customer Success Associate - Scale

Role Summary

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 1:1 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 support customer escalations - facilitating escalation resolution and triaging inquiries to appropriate internal teams, ensuring a cohesive customer experience.

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 elevate 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.

What You Will Bring

• 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.

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.