Location: Remote West US or Central US
Onwards Together!
Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.
Illuminate the future with Illumio and join a team that’s passionate about developing cutting-edge security solutions that protect the world's most critical assets.
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.
We're looking for a Customer Success Manager (CSM), Scaled to partner with customers on how to best leverage Illumio to achieve their unique business objectives. Your engagements with customers, while time-bound, will result in their increased satisfaction with and confidence in Illumio as their organization’s work management solution. Equipped with the knowledge of what it takes for customers to succeed with Illumio, you will serve as a thought partner and lifeline to customers. To the entire Illumio team, you’ll exemplify empathetic, customer-centricity.
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 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.
- 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.
- Drive Customer Engagement Initiatives: Design and execute targeted digital customer success programs that foster strong relationships, enhance product adoption, and empower clients to utilize our cybersecurity solutions effectively.
- Implement Blended Customer Experiences: Design best practices and processes for scale, consistency, and effective customer journeys through automative digital engagement to help manage a pooled segment of customers.
Your Toolkit:
- 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related, customer-facing role.
- 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.
- Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment.
- Experience in scaled or digital customer success engagement model
Pay Range:
$ 144,000 - $173,000 USD
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, location, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, or applicable laws.
Benefits:
At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program
Our Commitment:
Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.
