Customer Success Advisor

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.

About the Role

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.

Responsibilities

• Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
• Partner with all teams within Illumio (like Sales, Professional Services, Support, Product Management, Engineering, Office of the CTO) to drive a strategic roadmap for your customers.
• Inspect customer adoption issues and run specific plans to increase adoption health, ensuring all customers are wildly successful with Illumio's platform.
• Tie adoption health to renewal and ensure value is delivered; forecast upcoming renewals and manage the process from start to finish.
• Partner with Sales to identify expansion opportunities and realize expansion sales potential within your portfolio to improve NRR (Net Retention Rate).
• Establish “trusted advisor” relationships with executive stakeholders and technical teams on the customer side while working seamlessly with our account team.
• Establish, confirm, and document the “definition of success” with customer executive sponsors through quarterly Executive Business Reviews.
• Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products to meet their desired outcomes.
• Monitor the Adoption Health across all accounts within your portfolio.
• Marshall the support of our cross-functional organization to successfully onboard customers quickly and with the highest quality possible.
• Identify product or feature gaps, coordinate responses and timelines with the Illumio product team, and successfully orchestrate their delivery.
• Capture and document Customer Use Cases, value stories, and other useful information to contribute to and increase the depth of our Customer Success repository.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or a related, customer-facing role.
• Ideally, experience within the Cyber Security or Enterprise SaaS space.
• Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the platform.
• Excellent verbal, written, and presentation communication skills.
• Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment.
• Ability to travel onsite to customers.

Company Values

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions creates a culture of belonging, drives our future, and makes us stronger together in support of our customers and their success.