Customer Success Associate – Scale (Portuguese or Spanish Speaker)

About UsSophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.Role SummarySophos is seeking a proactive and motivated Scale Customer Success Manager to drive value to our “tech-touch” customer experience for a large number of customers in LATAM. 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. As Sophos evolves, you’ll help shape and refine our scaled customer success strategy—contributing to the prioritization and iteration of programs that deliver value at scale. This is a unique opportunity to have a meaningful impact on how we engage and retain our customers.What You Will DoDrive 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.What Will You Bring2+ 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.#li-remote#li-ND2#b1Ready to Join Us?At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos?· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit· Employee-led diversity and inclusi