Customer Success Operations Coordinator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assist with the daily administration of ChurnZero, focusing on journey, campaign, and playbook setups.

• Oversee segmentation, audience targeting, and user access management.

• Help in implementing customer lifecycle programs (onboarding, adoption, renewal, tech touch).

• Carry out operational workflows that support Customer Success initiatives.

• Convert business requirements into scalable processes.

• Keep documentation, playbooks, and standard operating procedures up to date.

• Discover opportunities for workflow automation to minimize manual tasks.

• Utilize tools like Power Automate and AI assistants effectively.

• Back automated customer communications and task workflows.

• Ensure data integrity through audits, imports, and validation processes.

• Assist with dashboards and reporting for leadership teams.

• Resolve data issues and support integrations (Salesforce, etc.).

• Collaborate with Sales Ops, Support, IT, and other departments.

• Aid in the deployment of tools, workflows, and initiatives.

⛳️ Requirements

• 2–4 years of experience in operations, customer success, or systems coordination roles.

• Proficiency with Customer Success or CRM platforms (ChurnZero is mandatory).

• Knowledge of automation tools (Power Automate, Outreach, Zapier, etc.).

• Excellent attention to detail and commitment to data accuracy.

• Capability to transform business needs into scalable workflows.

• Strong communication and collaboration abilities.

• Experience in SaaS or Customer Success environments is preferred.

🏝️ Benefits

• Sophos utilizes a remote-first working model, making remote work the primary option for most team members. However, some positions may require a hybrid approach.

• Our people – we foster innovation and creativity, all while enjoying a vibrant team spirit.

• Employee-led diversity and inclusion networks that cultivate community and offer education and advocacy.

• Annual charity and fundraising events along with volunteer days for employees to contribute to local communities.

• Global employee sustainability initiatives aimed at reducing our environmental footprint.

• Global fitness and trivia competitions designed to keep our minds and bodies active.

• Global wellbeing days for employees to unwind and rejuvenate.

• Monthly wellbeing webinars and training sessions to enhance employee health and wellbeing.