Customer Success Operations Coordinator
About The Position
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.
Requirements
- 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
Nice To Haves
- Experience in SaaS or Customer Success environments preferred
Responsibilities
- 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
Benefits
- bonus eligibility
- comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
