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Sr. Director – Customer Success
| Company | Illumio |
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| Location | Sunnyvale, CA, USA |
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| Salary | $207000 – $248000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 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.
Responsibilities
- 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.
- 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.
- 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.
Preferred Qualifications
No preferred qualifications provided.
