**About Us**
Sophos is a global cybersecurity leader, protecting 600,000 organizations worldwide with an AI-driven platform and expert-guided services. Sophos supports organizations at every stage of their security maturity and evolves alongside them to stop cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with hands-on expertise from Sophos X-Ops to deliver advanced, round-the-clock threat monitoring, detection, and response.

Sophos also offers industry-leading managed detection and response (MDR) and a broad portfolio of cybersecurity technologies, including endpoint, network, email, and cloud security; extended detection and response (XDR); identity threat detection and response (ITDR); and next-generation SIEM. With expert advisory services, these capabilities help organizations reduce risk proactively and respond faster, with the visibility and scale needed to stay ahead of evolving threats.

Sophos reaches the market through a worldwide partner ecosystem that includes managed service providers (MSPs), managed security service providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners—giving organizations flexibility to choose trusted relationships. Sophos is headquartered in Oxford, UK. Learn more at www.sophos.com.

**Role Summary**
Sophos is seeking a Customer Success Operations Coordinator to support the implementation, administration, and ongoing improvement of Customer Success systems, processes, and programs.

This role is key to scaling Customer Success by managing operational workflows, supporting administration of platforms such as ChurnZero, and finding opportunities to automate and optimize customer-facing processes using tools like Power Automate and AI capabilities.

You will work closely with Customer Success, Sales, Support, and Operations teams to improve efficiency, maintain data integrity, and deliver 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
– Help operationalize customer lifecycle programs (onboarding, adoption, renewal, tech touch)

**Process Execution & Optimization**
– Execute operational workflows that support Customer Success programs
– Convert business requirements into scalable processes
– Maintain documentation, playbooks, and SOPs

**Automation & AI Enablement**
– Identify opportunities to automate workflows and reduce manual effort
– Use 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 (e.g., Salesforce)

**Cross-Functional Collaboration**
– Partner with Sales Ops, Support, IT, and other teams
– Support the rollout of tools, workflows, and initiatives

**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 turn business needs into scalable workflows
– Strong communication and collaboration skills
– Experience in SaaS or Customer Success environments is preferred

In Canada, the base salary for this role is $66,000 to $110,000. In addition to base pay, you may be eligible for bonus and a comprehensive benefits package. The exact pay within this range depends on factors such as job-related skills, training, location, experience, education, certifications, and other business and organizational needs.

**Ready to Join Us?**
At Sophos, we believe diverse perspectives drive innovation. Research shows some candidates hesitate to apply if they don’t meet every item in a job description. We don’t subscribe to that idea—your unique skills and experiences may be exactly what we need. Don’t let a checklist stop you—apply.

**What’s Great About Sophos?**
– Sophos uses a remote-first model, so remote work is the default for most employees; some roles may require a hybrid approach. Applicants must have legal authorization to work in the jurisdiction where the role is posted and not require employer sponsorship.
– We innovate and create—with a strong sense of fun and teamwork
– Employee-led diversity and inclusion networks that build community and provide education and advocacy
– Annual charity and fundraising efforts, plus volunteer days to support local communities
– Global sustainability initiatives to reduce our environmental impact
– Global fitness and trivia competitions to keep both minds and bodies sharp
– Global wellbeing days for employees to rest 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 at Sophos and committed to equal opportunity. We believe diversity, paired with excellence, helps create a better Sophos—so we welcome applicants who can contribute to the diversity of our team. All applicants are treated fairly and equally under the law, regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, veteran status, disability, pregnancy, maternity, or sexual orientation. If there are accommodations we can make to support you during recruitment and selection, please let us know.

**Data Protection**
If you choose to explore an opportunity and share your CV or other personal information with Sophos, Sophos will keep those details for 12 months in line with its Privacy Policy and the recruitment team will use them to contact you about this or other relevant opportunities. If you want Sophos to delete or update your information at any time, please follow the steps described in the Privacy Policy related to your rights. For more information about Sophos’s data protection practices, please refer to the Privacy Policy: Cybersecurity as a Service Delivered | Sophos.