Illumio · San Francisco
Customer SupportSalesRemoteFullTimeposted 2w ago
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 Customer Experience organization exists to help every customer realize the full value of their investment in Illumio.
Our vision is simple: every customer reaches value quickly, sustains that value over time, and operates with confidence every day. Delivering on that vision requires more than exceptional technology. It takes a unified team of Customer Success Advisors, Technical Account Managers, Professional Services, Support, and Training & Enablement working together to help customers achieve successful outcomes throughout their journey - from implementation and adoption to optimization, expansion, and long-term operational success.
We partner with many of the world’s largest enterprises to solve complex security challenges, reduce cyber risk, and maximize the business value of their Zero Trust Segmentation investments. Whether we’re guiding a deployment, providing strategic advice, resolving a critical issue, enabling new capabilities, or improving the customer experience at scale, our purpose remains the same: helping customers achieve their objectives and become more secure and resilient.
Joining Customer Experience means becoming part of a collaborative organization united by a shared commitment to customer success. If you’re passionate about building trusted relationships, solving meaningful business and technical challenges, and making a measurable impact for customers around the world, you’ll find exceptional opportunities to grow your career while helping shape the future of cybersecurity.
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. 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.
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
Bilingual proficiency in Mandarin Chinese and English, with the ability to support local customers and partners effectively
#LI-SL1 #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.