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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 (CSA) for the Public Sector, you'll report to the Director of Customer Success and serve as a strategic partner to government and defense customers, ensuring they achieve maximum value from Illumio's breach containment platform.
Your core responsibilities include: developing and executing customer adoption strategies to drive platform utilization and health; managing the renewal lifecycle by tying adoption metrics to contract renewals and forecasting pipeline; identifying and closing expansion opportunities to improve Net Retention Rate; and building trusted advisor relationships with C-suite and technical stakeholders through quarterly Executive Business Reviews. You'll establish a strategic roadmap for each customer account, defining how they should consume Illumio's products to meet their desired outcomes.
You'll work cross-functionally with Sales, Professional Services, Support, Product Management, Engineering, and the Office of the CTO to orchestrate successful onboarding, identify product gaps, and capture customer use cases and value stories. You'll also coordinate with the product team on feature requests and timelines, and support large, complex multi-stakeholder accounts with extended adoption cycles.
Required qualifications: 5+ years in Customer Success, Technical Account Management, B2B IT sales, or similar customer-facing roles; experience in Public Sector, DoD, SLED, or US military background; knowledge of government procurement, contracting vehicles, and procurement-driven timelines; proven ability to communicate effectively with C-suite and VP-level contacts; excellent verbal, written, and presentation skills; and willingness to travel on-site to customer locations. Preferred: cybersecurity or enterprise SaaS experience; proficiency with customer success CRM and renewal forecasting tools; strong cross-functional leadership experience; and detail-oriented project management in dynamic environments.
