At a Glance
- Tasks: Drive customer success through engaging communications and support for our tech-savvy clients.
- Company: Join Sophos, a leading cybersecurity firm protecting 600,000 organisations worldwide.
- Benefits: Enjoy a diverse workplace, competitive salary, and opportunities for professional growth.
- Other info: Be part of an inclusive team that values diversity and equality.
- Why this job: Make a real impact in customer engagement and help shape our success strategy.
- Qualifications: 2+ years in customer success; fluent in Italian or Spanish and English.
The predicted salary is between 60000 - 80000 £ per year.
About Us
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.
Role Summary
Sophos is seeking a proactive and motivated Scale Customer Success Manager to drive value to our “tech‑touch” customer experience, supporting a large number of customers in EMEA. In this role, you’ll deliver strategic customer engagement through 1:1 and 1:many communications, connecting our customers to value while driving usage of the Sophos suite of products. You’ll play a key part in onboarding and adoption, ensuring customers are set up for long‑term success, renewal, and growth. You will also own customer escalations—facilitating escalation resolution and triaging inquiries to appropriate internal teams, ensuring a cohesive customer experience.
What You Will Do
- 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.
- Collaborate cross‑functionally with Renewals, Sales, Product, and CS teams.
- Monitor customer health indicators to identify engagement opportunities and risk signals.
What You Will Bring
- 2+ years of experience in customer success roles; additional experience in customer support, sales, or customer marketing is a plus.
- Fluent written and spoken Italian or Spanish required.
- Fluent written and spoken English required.
- 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.
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.
Customer Success Manager – Scale (Italian or Spanish Speaker) in Oxford employer: Sophos
At Sophos, we pride ourselves on being a leading cybersecurity firm that fosters a dynamic and inclusive work culture. As a Customer Success Manager, you'll benefit from our commitment to employee growth through continuous learning opportunities and a collaborative environment that values your contributions. Located in Oxford, U.K., you will be part of a global team dedicated to making a meaningful impact in the cybersecurity landscape, while enjoying the flexibility and support needed to thrive in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager – Scale (Italian or Spanish Speaker) in Oxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sophos. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sophos before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager – Scale (Italian or Spanish Speaker) in Oxford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sophos:Your cover letter is your chance to shine! Tell us why you want to work at Sophos specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sophos!
How to prepare for a job interview at Sophos
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
