Sr. Director, Customer Success

Location: Onsite at our HQ in Sunnyvale three times a week.

Onwards Together!

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 Team's Vision:

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.

Your Impact:

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.

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