Customer Success Operations Director

Illumio - Sunnyvale, CA

Full-time - Senior

Sunnyvale, CA

Publishing Industries

About the position

The Customer Success Operations Director at Illumio is a strategic leadership role focused on optimizing customer experience, driving retention, and maximizing customer lifetime value. This position involves developing and executing comprehensive customer success operations strategies, collaborating with executive leadership, and leveraging data-driven insights to enhance the customer journey and drive business growth. The role requires a visionary leader who can streamline processes, implement cutting-edge technologies, and foster a culture of continuous improvement within the customer success department.

Responsibilities

• 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
• 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 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.

Requirements

• 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
• Experience with ChurnZero is a big plus!
• Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels
• Bachelor's degree required; MBA or related advanced degree preferred.

Benefits

• 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