Customer Success Operations Coordinator

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

Customer Success Systems & Platform Administration

• 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)

Process Execution & Optimization

• Execute operational workflows supporting Customer Success programs
• Translate business requirements into scalable processes
• Maintain documentation, playbooks, and SOPs

Automation & AI Enablement

• 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

Data & Reporting Support

• Maintain data quality through audits, imports, and validation
• Support dashboards and reporting for leadership
• Troubleshoot data issues and assist with integrations (Salesforce, etc.)

Cross-Functional Collaboration

• Partner with Sales Ops, Support, IT, and other teams
• Support rollout of tools, workflows, and initiatives

What You Will Bring

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• 2–4 years of experience in operations, customer success, or systems coordination roles
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• Experience with Customer Success or CRM platforms (ChurnZero required)
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• Familiarity with automation tools (Power Automate, Outreach, Zapier, etc.)
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• Strong attention to detail and data accuracy
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• Ability to translate business needs into scalable workflows
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• Strong communication and collaboration skills
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• Experience in SaaS or Customer Success environments preferred