Customer Success Operations Director

No Agency Submissions Accepted.

Location: This role is a hybrid role at HQ in Sunnyvale, CA. (3 days in the office-Mon, Tues, Thurs)

Onwards Together!

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.  

Illuminate the future with Illumio and join a team that’s passionate about developing cutting-edge security solutions that protect the world's most critical assets. 

Our Team's Vision:

Our Customer Success team plays a crucial role in Illumio's success, from seamless deployments to fostering trusted partnerships with our clients. Joining our team means tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware before they escalate into disasters.   

What sets us apart from other security firms is our focused approach. Unlike those managing dozens or hundreds of products, we provide personalized support and expertise through a precise, proven product portfolio. Our approach cultivates a customer base known for its incredible loyalty and desire for genuine partnership. We're committed to ensuring our clients' most sensitive infrastructure is set up for success every step of the way.

We are seeking a visionary and results-driven Customer Success Operations Director to lead our organization's efforts in optimizing customer experience, driving retention, and maximizing customer lifetime value.

As the Customer Success Operations Director, you will be the strategic architect behind our customer success initiatives, leveraging data-driven insights to shape our customer journey and drive business growth. You will be working cross-functionally to streamline processes, implement cutting-edge technologies, and develop scalable strategies that elevate our customer success efforts to new heights.

Your Impact:

• Develop and execute a comprehensive customer success operations strategy aligned with overall business objectives

• Collaborate with executive leadership to define and track key performance indicators (KPIs) for customer success

• Foster a culture of continuous improvement and innovation within the department

• Design and implement scalable processes to enhance customer onboarding, engagement, and retention

• Work with GTM teams to drive growth and expansion in our install base using campaigns and other data driven expansion initiatives to maximize expansions in a repeatable, consistent, and scalable way

• Identify opportunities for automation and efficiency gains across the customer lifecycle

• Leverage advanced analytics to derive actionable insights from customer data

• Develop predictive models to anticipate customer needs and proactively address potential churn risks

• Work with CS team to drive Digital Success across all our segments

• Work with post-sales teams like Customer Support and Professional Services to provide unified, consistent, global Customer Experience.

• Drive the adoption of customer success best practices across the organization

• Evaluate, select, and implement customer success technologies to support team objectives.

• Ensure data integrity and hygiene across all customer success platforms

• Stay up-to-date on industry best practices and trends in customer success operations.

Your Toolkit:

• 7+ years of experience in customer success operations or related fields, with at least 3 years in a leadership role

• Proven track record of developing and implementing successful customer success strategies

• Strong analytical skills with the ability to translate data into actionable insights

• Experience with CRM systems, customer success platforms, and data visualization tools