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Illumio is the leader in ransomware and breach containment, using AI-powered microsegmentation to help organizations contain cyberattacks across hybrid multi-cloud environments. As a Customer Success Advisor, you'll be a critical member of the Customer Success Organization, reporting to the Director of Customer Success.
Your primary responsibilities include developing and executing customer adoption strategies to ensure clients successfully onboard and utilize Illumio's platform to achieve measurable business outcomes. You'll manage a portfolio of accounts, driving adoption health, managing renewals, and identifying expansion opportunities to improve Net Retention Rate. You'll establish trusted advisor relationships with C-suite and technical stakeholders, conducting quarterly Executive Business Reviews to confirm and document success metrics.
Key responsibilities:
- Develop cross-functional knowledge spanning IT Security, IT Operations, Infrastructure, and Application Portfolio Management
- Inspect and improve customer adoption health through targeted plans and strategic roadmaps
- Tie adoption metrics to renewal forecasting and manage the renewal process end-to-end
- Partner with Sales to identify and realize expansion opportunities within your account portfolio
- Serve as a trusted advisor to executive sponsors and technical teams on the customer side
- Build strategic product consumption roadmaps aligned with customer desired outcomes
- Monitor adoption health across all accounts and marshal cross-functional support for successful onboarding
- Identify product gaps and coordinate with the product team on feature delivery
- Capture and document customer use cases and value stories
You'll need 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or similar customer-facing roles, ideally within Cybersecurity or Enterprise SaaS. Strong communication skills at all levels (C-suite through end users), attention to detail, flexibility, and willingness to travel onsite to customers are essential.
