Customer Success Operations Manager

No Agency Submissions Accepted.

About the Team:

The Illumio Sales team consists of individuals who are already at the top of their game – and yet know there is always more to learn. We came here because we want to invest in our personal performance and growth, beyond but also including, our commission checks. We are looking for fellow team members who believe that they will maximize their success by making a real impact in their customer’s business.  

Illumio protects one third of the US economy including over $1 trillion dollars of transactions at just one bank. We protect our customers’, and even our competitors’, sales pipelines on over 100k machines. We protect the personal and financial details of every US homeowner at Fannie Mae. When you order your coffee, think of Illumio, we protect one of the largest retailer’s production data centers. What we do protects millions of people and billions of transactions. When we sell, risk goes down for our customers–we are building trust in the infrastructure of the economy and reputations, stock prices, and the future of commerce takes a critical step forward.

At Illumio we believe that Customer Success Operations (CS Ops) is vital for optimizing customer success teams. It streamlines processes, ensures data-driven insights, and fosters cross-functional collaboration. By enhancing efficiency, CS Ops directly impacts customer satisfaction, retention, and overall business success.  Our team and micro-segmentation cybersecurity business are growing quickly.

We are looking for a talented Customer Success Operations Manager who becomes a trusted advisor in defining customer success objectives, strategy, tactics, and implementing processes that scale.

Key Responsibilities:

• Develop and implement customer success strategies and best practices across the organization.
• Own the Renewal and Churn Forecasting Process to forecast both renewals and churn.
• Manage and optimize customer success tools and technology stack to improve customer experience.
• Analyze customer data to identify trends, predict customer needs, and proactively address potential issues.
• Collaborate with cross-functional teams to streamline processes and ensure alignment with customer success goals.
• Lead, mentor, and scale the customer success team to meet the evolving needs of the business.
• Track and report on key performance indicators (KPIs) related to customer health, retention, and satisfaction.
• Drive continuous improvement initiatives based on customer feedback and performance data.
• Stay up to date on industry best practices and trends in customer success operations.
• This role requires you to be in the office in Sunnyvale a few days per week.

Experience:

• 6+ years of experience in customer success, operations, or a similar role within a SaaS or technology company.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proficient in customer success software and CRM tools.
• Excellent communication and leadership skills, with a proven track record of managing high-performing teams.
• Passionate about customer advocacy and building long-term customer relationships.
• Experienced with building Playbooks and automating through digital touch and customer community.
• Great Communication and presentation skills.

 About Illumio:

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.

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. 

Pay Range:

$ 138,000 USD - $ 165,000 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 (but are not limited to) responsibilities of the job, education, location, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, or applicable laws.

Benefits:

At Illumio we offer a wide range