Sr. Director, Customer Success Operations

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters.
Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running. 

Our Sales team is comprised of high-performing, motivated individuals driven by a relentless pursuit of growth and excellence. We understand that true success is measured by the meaningful impact we make on our customers' businesses. That’s why we invest deeply in both personal and professional development to ensure our team members have the tools and opportunities they need to excel.

By joining our agile Sales team, you will collaborate with industry-leading professionals who are passionate about pioneering Zero Trust Segmentation.  

We are seeking a strategic and data-driven Senior Director of Customer Success (CS) Operations to lead and optimize our customer success initiatives. Reporting directly to the VP of Sales Operations, this role will be instrumental in defining strategies, driving operational excellence, and fostering cross-functional collaboration to ensure scalable growth, customer satisfaction, and retention. The ideal candidate is a visionary leader with a strong analytical mindset, operational expertise, and a passion for delivering exceptional customer outcomes.

Strategy & Planning

• Define & Execute CS Strategy: Partner with leadership to establish long-term goals and strategic initiatives for the Customer Success organization.

• Capacity & Headcount Planning: Analyze customer segments, renewal forecasts, and business growth to determine staffing needs.

• Customer Segmentation & Coverage Models: Develop frameworks to prioritize and allocate resources effectively across high-touch, mid-touch, and digital/tech-touch models.

• Goal Setting & OKRs: Define and track KPIs/OKRs aligned with business outcomes such as Net Revenue Retention (NRR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and product adoption metrics.

Customer Health Score Models: Design and refine health score models based on product usage, engagement levels, support tickets, and other key factors.

Churn & Renewal Analytics: Build predictive models to assess churn risk and renewal likelihood.

Reporting & Dashboards: Develop dashboards using tools like ChurnZero and Clari to monitor performance metrics, retention trends, and risk indicators for CS leadership.

Customer Journey Analytics: Analyze customer touchpoints to identify friction points and optimize engagement strategies.

CS Playbooks & Best Practices: Create standardized playbooks for onboarding, adoption, renewals, and expansion processes.

Process Optimization & Automation: Streamline workflows such as Quarterly Business Reviews (QBRs), Success Plans, and handoffs between teams; integrate automation into low-touch processes where applicable.

Tech Stack Management: Own the CS technology stack (e.g., ChurnZero, Clari) and ensure seamless integration with CRM systems and other platforms.

Voice of Customer (VoC) Programs: Develop feedback loops between CS, Product, and Sales teams to drive customer-centric improvements.

Cross-Functional Collaboration

Partner with Sales: Align on forecasting, expansion opportunities, and handoff processes for a seamless customer experience.

Support Marketing Efforts: Provide insights for case studies, references, advocacy programs, and other marketing initiatives.

Align with Finance: Collaborate on accurate forecasting of renewals and expansion revenue to support financial planning.

Change Management & Growth Initiatives

Scale CS for Growth: Design and implement scalable programs that enable the CS team to meet the demands of a growing customer base efficiently.

Monetization & CS-Led Growth: Assist in defining premium success offerings, service packages, and upsell plays that drive revenue growth through customer success initiatives.

• 12+ years of experience in Customer Success Operations or related roles within SaaS organizations.

• Proven expertise in CS strategy development, capacity planning, process optimization, and data analytics.

• Strong knowledge of customer success metrics (e.g., NRR, NPS) and experience designing health score models.

• Proficiency in CS tools like ChurnZero or Gainsight as well as CRM platforms such as Salesforce.

• Exceptional analytical skills with the ability to synthesize complex data into actionable insights.

• Demonstrated success in cross-functional collaboration with Sales, Marketing, Product Management, and Finance teams.

• Experience leading change management initiatives in fast-paced environments.

• Strong leadership skills with the ability to mentor teams while fostering a culture of continuous improvement.

Compensation:

$ $207,000.00 - $248,000.00 USD 

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws. 

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program. #LI-JW1 #LI-HYBRID

Our Commitment: 

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.