Customer Success Associate – Scale, Portuguese or Spanish Speaker
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Job Description
Scale Customer Success Manager driving customer engagement for Sophos cyber solutions in LATAM through strategic communications and product adoption. Own customer escalations and enhance success strategies for retention.
Responsibilities:
- 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 escalate vs when to problem solve/deep dive
- Conduct effective and engaging customer calls and webinars
- Manage and prioritize a high volume of daily tasks
- Contribute to the design and continuous improvement of the Digital customer journey and customer communication strategies
- Work with Renewals, Sales, Product, and CS to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others
- Monitor customer health indicators to identify engagement opportunities and risk signals
Requirements:
- 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus
- Fluent written and spoken Portuguese and English required. Spanish is a strong bonus
- Exceptional ability to communicate and foster positive business relationships; comfortable being accountable for driving success with customers
- Proven 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
- Experience employing a one-to-many approach globally
Benefits:
- Sophos operates a remote-first working model
- Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing
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