Customer Success Manager – Scale, German Speaker

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

📋 Description

• Drive product adoption and enhance customer outcomes through both individual and group channels, including video calls, email engagements, and webinars.

• Facilitate a variety of digital touchpoints, focusing on delivering value to customers throughout all phases of the customer lifecycle.

• Actively engage with customers to minimize risk, encourage renewals, and identify expansion opportunities.

• Take ownership of timely escalations for customer and internal inquiries, knowing when to escalate issues and when to delve into problem-solving.

• Conduct impactful and engaging customer calls and webinars.

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

• Collaborate across various functions including Renewals, Sales, Product, and Customer Success teams.

• Track customer health indicators to spot engagement opportunities and potential risk signals.

⛳️ Requirements

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

• Proficiency in written and spoken German and English is mandatory.

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

• Demonstrated capability to create and present compelling customer materials that align with business goals.

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

• Knowledge of how organizations assess value and drive revenue, with experience in recurring revenue sales models and renewal processes seen as a plus.

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

🏝️ Benefits

• Sophos embraces a remote-first working model, allowing most employees to work remotely as their primary option.

• Our team thrives on innovation and creativity, all while enjoying a strong sense of fun and camaraderie.

• Employee-led diversity and inclusion networks designed to foster community, education, and advocacy.

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

• Global initiatives aimed at sustainability to reduce our environmental impact.

• Engaging global fitness and trivia competitions to keep our minds and bodies sharp.

• Designated global wellbeing days for employees to relax and recharge.

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