Customer Success Advisor

Job description

ONWARDS TOGETHER! 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. LOCATION: REMOTE USA OUR TEAM’S VISION 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. We're committed to ensuring our clients' most sensitive infrastructure is set up for success every step of the way. YOUR IMPACT: As a Customer Success Advisor (CSA) Public Sector, you are a critical part of the Customer Success Organization reporting to the Director of Customer Success. Your role will be directly tied to value generation for our customers, by helping them develop the right strategy to onboard, adopt, and successfully utilize Illumio's products to achieve their desired outcomes. The results of your efforts should lead to healthy, adopted, referenceable customers that achieved value-based outcomes and are eager to expand their use of Illumio across their organization. • Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices. Your ability to 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 will be vital to your success. • Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform. • Renewals - tie adoption health to renewal and ensure that value is being delivered. You will be expected to forecast your upcoming renewals whilst managing the process from start to finish. • Expansion - partner with Sales to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio. Identify growth opportunities in your portfolio of accounts to improve NRR (Net Retention Rate) for the company. • Establish “trusted advisor” relationships with the executive stakeholders and technical teams on the customer side while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor. • Establish, confirm, and document the “definition of success” with the customers 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 a customer 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 help contribute to, and increase the depth of our Customer Success repository. YOUR TOOLKIT: • 5+ years of experience in Customer Success, plus Technical Account Management, B2B IT sales, or related, customer-facing role • Experience in Public Sector, DoD, SLED or related USA military background • Experience navigating government procurement, contracting vehicles, and procurement-driven timelines • Ideally you will have worked 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 communication skills verbal, written and presentation • Preferred skills in customer success CRM & renewal forecasting tooling • Strong cross-functional leadership experience working with Sales, Product, Engineering, Security, and Legal teams • Experience supporting large, complex, multi-stakeholder accounts with long adoption cycles • Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment • Ability to travel on-site to customers #LI-JW1 #LI-REMOTE Our Commitment 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. All official job offers from our company are extended directly by our recruitment team and will be sent through an official E-Signature document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records.