Own Customer Success systems administration (ChurnZero), execute and optimize operational workflows, enable automation with Power Automate and AI, maintain data quality and reporting, support integrations (Salesforce), and collaborate cross-functionally to scale customer lifecycle programs and improve process efficiency.
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.
Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.
Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
Sophos is looking for a Customer Success Operations Coordinator to support the execution, administration, and continuous improvement of Customer Success systems, processes, and programs.
This role will play a critical part in scaling Customer Success by owning operational workflows, supporting the administration of platforms such as ChurnZero, and identifying opportunities to automate and optimize customer-facing processes using tools like Power Automate and AI capabilities.
You will partner closely with Customer Success, Sales, Support, and Operations teams to improve efficiency, ensure data integrity, and enable consistent customer experiences at scale.
What You Will Do
- Support day-to-day administration of ChurnZero, including journey, campaign, and playbook configuration
- Manage segmentation, audience targeting, and user access
- Assist in operationalizing customer lifecycle programs (onboarding, adoption, renewal, tech touch)
- Execute operational workflows supporting Customer Success programs
- Translate business requirements into scalable processes
- Maintain documentation, playbooks, and SOPs
- Identify opportunities to automate workflows and reduce manual effort
- Leverage tools such as Power Automate and AI assistants
- Support automated customer communications and task workflows
- Maintain data quality through audits, imports, and validation
- Support dashboards and reporting for leadership
- Troubleshoot data issues and assist with integrations (Salesforce, etc.)
- Partner with Sales Ops, Support, IT, and other teams
- Support rollout of tools, workflows, and initiatives
Customer Success Systems & Platform Administration
Process Execution & Optimization
Automation & AI Enablement
Data & Reporting Support
Cross-Functional Collaboration
What You Will Bring
2–4 years of experience in operations, customer success, or systems coordination roles
Experience with Customer Success or CRM platforms (ChurnZero required)
Familiarity with automation tools (Power Automate, Outreach, Zapier, etc.)
Strong attention to detail and data accuracy
Ability to translate business needs into scalable workflows
Strong communication and collaboration skills
Experience in SaaS or Customer Success environments preferred
In Canada, the base salary for this role ranges from $66,000 to $110,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.
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Ready 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 inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
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. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos
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