Customer Success Manager - Scale - German Speaking

Sophos

19h • Remote

About The Position

Sophos is seeking a proactive and motivated Scale Customer Success Associate to support a large number of customers in EMEA through a tech-touch customer experience. The role delivers strategic engagement through one-to-one and one-to-many communications, connecting customers to value and driving adoption of the Sophos product suite. It plays a key part in onboarding and adoption, helping customers achieve long-term success, renewal, and growth. The role also supports customer escalations by facilitating resolution and directing inquiries to the appropriate internal teams.

Sophos supports flexible ways of working. For remote roles, employees may work remotely within the location specified in the job posting and must reside in and be authorized to work in that location. Teams collaborate across locations and time zones using technology.

Requirements

• Experience in customer success, customer support, sales, or customer marketing.
• Exceptional communication skills and ability to foster positive business relationships.
• Comfort with being accountable for driving customer success.
• Ability to produce and deliver compelling customer materials to support business objectives.
• Excellent organizational skills, including the ability to establish milestones and keep project plans on track.
• Fluent written and spoken English and German.

Nice To Haves

• Understanding how organizations measure value and drive revenue.
• Experience with recurring-revenue sales models and renewal processes.

Responsibilities

• Drive product adoption and customer outcomes through one-to-one and one-to-many channels, including video calls, email engagement, and webinars.
• Support digital customer touch points throughout the customer lifecycle to help customers realize value.
• Proactively engage customers to mitigate risk, promote renewal, and identify expansion opportunities.
• Own timely escalation of customer and internal queries, determining when to escalate and when to investigate and resolve issues.
• Conduct effective and engaging customer calls and webinars.
• Manage and prioritize a high volume of daily tasks.
• Collaborate with Renewals, Sales, Product, and Customer Success teams.
• Monitor customer health indicators to identify engagement opportunities and risk signals.
• Facilitate escalation resolution and triage inquiries to appropriate internal teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed