• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer. • Establish key relationships with the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns. • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer. • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology. • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products. • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution. • Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals. • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience. • Sustain 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.

• Act as a key point of contact and trusted resource for customer operations • Engage partner distributors and AutoStore internal subject matter experts to collaboratively support customer operational goals • Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions • Demonstrate solid understanding of customer business goals and their holistic and daily needs • Proactively monitor customer operational performance, and provide recommendations to improve operations • Strengthen and leverage customer relationships to proactively accelerate upsell opportunity • Advocate for customers’ needs within internal teams

• Serve as the primary post-implementation relationship owner for a portfolio of Microvellum and INNERGY Engineering customers. • Develop trusted advisor relationships with executive sponsors, administrators, engineers, and end users. • Drive customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement. • Monitor customer health, identify risks, and develop action plans to improve customer outcomes and retention. • Partner with Technical Support and Professional Services to coordinate issue resolution and advocate for customer needs. • Identify opportunities for additional training, consulting, products, and services that help customers maximize their investment. • Collaborate with Sales on renewal and expansion opportunities while ensuring a seamless customer experience. • Capture customer feedback and partner with Product to influence future enhancements. • Maintain accurate customer health metrics, account plans, and activity within CRM. • Champion the voice of the customer across the organization.

Role Description We’re looking for a talented, detail-oriented Customer Success Specialist (CSS) to join our team. Under the direction of the Support Manager, this role will be responsible for providing best-in-class customer service and handling our inbound requests. - Handle inbound requests and respond promptly to support calls, chats, and emails - Assess, categorize, and reassign support requests to internal team members as needed - Troubleshoot and diagnose system or service issues - Advocate for customers by capturing feature requests and feedback - Leverage impeccable customer service skills through phone, email, and chat interactions - Work cross-functionally to assess and improve internal processes - Demonstrate fundamental understanding of customer service best practices - Manage customer escalations with empathy and professionalism - Track client interactions, maintaining detailed records of communications and action items - Build domain expertise and grow industry knowledge Qualifications - Bachelor’s degree preferred - 1+ years’ experience in customer service - Excellent written and verbal communication skills - Strong technical aptitude and organizational skills - Proficient with the Office Suite - Knowledge of surplus lines tax filing a plus - Excellent interpersonal skills Benefits - Health, dental, and vision plans - Amazing work-life balance with 4 weeks of Paid Time Off - 10 Paid Company Holidays with 2 floating holidays - 401K Programs with employer match - Personal assistance programs for support in a healthy personal and work life Company Description At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to: - Work on cutting-edge projects that are reshaping an industry - Collaborate with a team of passionate, like-minded professionals - Enjoy a culture that values flexibility, innovation, and personal growth Compensation Range: $23/hr - $26/hr We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics. If you need accommodation, please let us know during the interview process.