Success and Retention Expert
6 days ago
Sophos, a leader in managed detection and response (MDR) providers, is seeking a Success and Retention Expert to drive customer success and growth.
About the OpportunityThe Success and Retention Expert will be responsible for driving business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
This includes acting as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution.
The ideal candidate will have 3+ years' experience in customer success roles, excellent communication skills, and the ability to be seen as a trusted advisor to senior executives in large organizations.
Key Responsibilities:
- Drive business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
- Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution.
- Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
What We Offer:
- A dynamic and supportive team environment that encourages professional growth and development.
- A comprehensive benefits package, including employee-led diversity and inclusion networks and global wellbeing days for employees to relax and recharge.
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