Customer Success Associate – Scale

This is a fully remote position, open to applicants in Romania.

📋 Description

• Facilitate product adoption and enhance customer outcomes through personalized interactions and group sessions, including video calls, email outreach, and webinars.

• Assist with various digital engagement points, focusing on delivering customer value throughout all phases of the customer journey.

• Actively connect with customers to reduce risk, encourage renewals, and identify opportunities for expansion.

• Take ownership of timely escalation of both customer and internal inquiries, discerning when to escalate issues versus when to dive deeper and resolve them.

• Conduct engaging and impactful customer calls and webinars.

• Effectively manage and prioritize a high volume of tasks on a daily basis.

• Collaborate with cross-functional teams including Renewals, Sales, Product, and Customer Success.

• Track customer health metrics to pinpoint engagement opportunities and recognize risk indicators.

⛳️ Requirements

• Proven experience in customer success, customer support, sales, or customer marketing.

• Outstanding communication skills with the ability to build positive business relationships; comfortable taking responsibility for driving customer success.

• Capability to create and present engaging customer materials that align with business goals.

• Strong organizational skills with a talent for establishing milestones and maintaining project timelines.

• Familiarity with how organizations assess value and generate revenue, with experience in recurring revenue sales models and renewal processes being advantageous.

• Proficient in written and spoken English is required.

🏝️ Benefits

• Sophos follows a remote-first work model, prioritizing remote work for the majority of employees. However, certain roles may require a hybrid work approach.

• Our team is dedicated to innovation and creativity, all while fostering a fun and collaborative atmosphere.

• Employee-led diversity and inclusion networks that enhance community building and offer education and advocacy.

• Annual charity and fundraising events and volunteer days for employees to give back to local communities.

• Global initiatives focused on sustainability to minimize our environmental impact.

• Competitions in fitness and trivia to keep both physical and mental well-being in check.

• Global wellbeing days dedicated to allowing employees to relax and recharge.

• Monthly webinars and training sessions aimed at promoting employee health and wellness.