Customer Success Operations Coordinator

About UsSophos 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 SummarySophos 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 Customer Success Systems & Platform AdministrationSupport day-to-day administration of ChurnZero, including journey, campaign, and playbook configurationManage segmentation, audience targeting, and user accessAssist in operationalizing customer lifecycle programs (onboarding, adoption, renewal, tech touch)Process Execution & OptimizationExecute operational workflows supporting Customer Success programsTranslate business requirements into scalable processesMaintain documentation, playbooks, and SOPsAutomation & AI EnablementIdentify opportunities to automate workflows and reduce manual effortLeverage tools such as Power Automate and AI assistantsSupport automated customer communications and task workflowsData & Reporting SupportMaintain data quality through audits, imports, and validationSupport dashboards and reporting for leadershipTroubleshoot data issues and assist with integrations (Salesforce, etc.)Cross-Functional CollaborationPartner with Sales Ops, Support, IT, and other teamsSupport rollout of tools, workflows, and initiativesWhat You Will Bring 2–4 years of experience in operations, customer success, or systems coordination rolesExperience with Customer Success or CRM platforms (ChurnZero required)Familiarity with automation tools (Power Automate, Outreach, Zapier, etc.)Strong attention to detail and data accuracyAbility to translate business needs into scalable workflowsStrong communication and collaboration skillsExperience in SaaS or Customer Success environments preferredIn 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. #li-remote#b1#li-MG1Ready 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