Customer Success Manager – Scale
S
SophosCybersecurity
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent written and spoken English
- Experience
- 2+ years of experience in customer success roles
- Required Skills
- Project ManagementCustomer SuccessAccount Management
Requirements
- 2+ years of experience in customer success roles.
- Fluent written and spoken English.
- Exceptional ability to communicate and foster positive business relationships.
- Proven ability to produce and deliver compelling customer materials.
- Excellent organizational skills and ability to establish milestones.
- Experience employing a one-to-many approach.
- Understanding of recurring revenue sales models and renewal processes.
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.
- Monitor customer health indicators to identify engagement opportunities and risk signals.
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