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Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. The company's breach containment platform, powered by the Illumio AI Security Graph, identifies and contains threats across hybrid multi-cloud environments and is recognized as a Leader in the Forrester Wave for Microsegmentation.
As a Senior Customer Success Advisor, you will be a critical part of the Customer Success Organization, reporting to the Director of Customer Success. Your role is directly tied to value generation for customers by helping them develop the right strategy to onboard, adopt, and successfully utilize Illumio's products to achieve their desired outcomes.
Key responsibilities include:
- Develop cross-functional knowledge spanning IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices. Partner with Sales, Professional Services, Support, Product Management, Engineering, and the Office of the CTO to drive strategic roadmaps for customers.
- Manage customer adoption by inspecting adoption issues and running specific plans to increase adoption health, ensuring all customers are successful with Illumio's platform.
- Own renewals by tying adoption health to renewal outcomes and forecasting upcoming renewals while managing the process from start to finish.
- Identify expansion opportunities in your portfolio of accounts and partner with Sales to realize expansion sales potential, improving Net Retention Rate (NRR) for the company.
- Establish "trusted advisor" relationships with executive stakeholders and technical teams on the customer side while working seamlessly with the account team to extend Illumio's reputation.
- Establish, confirm, and document the "definition of success" with customer executive sponsors through quarterly Executive Business Reviews.
- Build strategic roadmaps for every customer that define how they should consume and adopt Illumio's products to meet their desired outcomes.
- Monitor adoption health across all accounts within your portfolio.
- Marshal the support of the 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 orchestrate their delivery.
- Capture and document customer use cases, value stories, and other useful information to contribute to the Customer Success repository.
REQUIREMENTS:
- 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related customer-facing role
- Ideally, experience working 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 platform users
- Excellent communication skills (verbal, written, and presentation)
