Customer Success Manager – Scale (Bilingual English Speaker)
Core
Drive product adoption and customer outcomes for a large number of customers in North America through 1:1 and 1:many channels.
Role type
Scale Customer Success Manager
Builds
Sophos cybersecurity suite (MDR, endpoint, network, email, cloud security, XDR, ITDR, SIEM)
Domain
Cybersecurity
Deliverable
product features
Required skills
1:1 and 1:many customer engagement, onboarding and adoption, escalation triage, customer health monitoring, renewal and expansion identification, digital communication strategy, recurring revenue model understanding
Preferred skills
Spanish language, customer support or sales background, customer marketing experience, global one-to-many approach experience
Technologies
Sophos X-Ops, Sophos MDR, Sophos XDR, Sophos ITDR, Sophos SIEM
Responsibilities
Drive product adoption via video calls, email, and webinars; support digital touch points across the customer lifecycle; proactively engage to mitigate risk and uncover expansion opportunities; own timely escalation of customer and internal queries; conduct customer calls and webinars; monitor customer health indicators to identify engagement opportunities and risk signals; contribute to the design and improvement of the digital customer journey.
Seniority
Mid-level, hands-on IC
