Key skills
AISaaSSalesforceCRMLeadershipCommunicationCollaborationRemote WorkCustomer SuccessSales
About this role
Role Overview
- 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
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
- Experience in SaaS or Customer Success environments preferred
Benefits
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
- 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 fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing