Illumio
Cyber Security
Sr.CustomerSuccessAdvisor
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“Sr. Customer Success Advisor at Illumio. Skills: Customer Success, Account Management. Develop cross-functional knowledge. Partner with all teams”
What You'll Achieve.
Achieve desired outcomes; Healthy adopted referenceable customers; Achieved value-based outcomes; Eager to expand use
Industry & Context.
Root cause analysis
Ability to travel onsite
What They're Looking For.
Must Have
5+ years of experience in Customer Success, 5+ years of experience in Technical Account Management, 5+ years of experience in Professional Services, 5+ years of experience in customer-facing role
Nice to Have
Worked within the Cyber Security space, Worked within Enterprise SaaS space
What You'll Do.
Develop cross-functional knowledge
Partner with all teams
Drive a strategic roadmap
Inspect customer adoption issues
Run specific plans to increase adoption
Tie adoption health to renewal
Forecast upcoming renewals
Manage renewal process
Partner with Sales to identify expansion opportunities
Ensure realization of expansion sales potential
Identify growth opportunities
Improve Net Retention Rate
Establish trusted advisor relationships
Work seamlessly with account team
Extend Illumio's reputation
Establish definition of success
Document definition of success
Build a strategic roadmap
Define how to consume products
Define how to adopt products
Monitor Adoption Health
Marshall support of cross-functional organization
Onboard a customer quickly
Onboard a customer with highest quality
Identify product or feature gaps
Coordinate responses and timelines
Orchestrate delivery of gaps
Capture and document Customer Use Cases
Document value stories
Contribute to Customer Success repository
How You'll Work.
Team & Collaboration
Sales; Professional Services; Support; Product Management; Engineering; Office of the CTO; Account team
Communication Scope
Executive presentations; Client meetings
Process & Methodology
Roadmap planning
Full 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. 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), 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 Op
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