Customer Success Associate – Scale, Portuguese or Spanish Speaker

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

📋 Description

• Drive product adoption and enhance customer outcomes through both one-on-one and group channels, including video calls, email interactions, and webinars.

• Support a variety of digital touchpoints, aiming to deliver value to customers at every stage of the customer lifecycle.

• Proactively engage with customers to reduce risk, promote renewals, and identify opportunities for expansion.

• Take ownership of timely escalation of customer and internal inquiries, discerning when to escalate issues versus when to solve problems independently.

• Conduct effective and engaging customer calls and webinars.

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

• Contribute to the design and continuous enhancement of the digital customer journey and communication strategies.

• Collaborate with Renewals, Sales, Product, and Customer Success teams to understand the challenges faced by each customer segment: recognize what drives customer success and scale the approach for others.

• Monitor customer health metrics to identify engagement opportunities and potential risk signals.

⛳️ Requirements

• A minimum of 2 years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is advantageous.

• Proficiency in both written and spoken Portuguese and English is required. Knowledge of Spanish is a significant plus.

• Exceptional communication skills with the ability to cultivate positive business relationships; comfortable taking accountability for customer success.

• Demonstrated ability to create and present compelling customer materials that drive business objectives.

• Strong organizational skills with the capability to set milestones and keep project plans on track.

• An understanding of how organizations assess value and generate revenue, with experience in recurring revenue sales models and renewal processes being beneficial.

• Experience implementing a one-to-many approach on a global scale.

🏝️ Benefits

• Sophos operates under a remote-first working model.

• Our team fosters innovation and creativity, all while maintaining a strong sense of fun and camaraderie.

• Employee-led diversity and inclusion networks that promote community building, education, and advocacy.

• Annual charity and fundraising initiatives, along with volunteer days for employees to engage with local communities.

• Global employee sustainability efforts aimed at minimizing our environmental footprint.

• Global fitness and trivia competitions designed to keep our bodies and minds sharp.

• Global wellbeing days for employees to unwind and recharge.

• Monthly wellbeing webinars and training sessions focused on supporting employee health and wellness.