Illumio-posted 3 months ago
CO
501-1,000 employees

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 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.

  • Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
  • Partner with all teams within Illumio to drive a strategic roadmap for customers.
  • Inspect customer adoption issues and run specific plans to increase adoption health.
  • Tie adoption health to renewal and ensure that value is being delivered.
  • Forecast upcoming renewals and manage the process from start to finish.
  • Partner with Sales to identify expansion opportunities and improve NRR.
  • Establish trusted advisor relationships with executive stakeholders and technical teams.
  • Conduct quarterly Executive Business Reviews to confirm the definition of success.
  • Build a strategic roadmap for every customer to meet their desired outcomes.
  • Monitor the Adoption Health across all accounts within the portfolio.
  • Marshall the support of the cross-functional organization to onboard customers quickly.
  • Identify product or feature gaps and coordinate responses with the Illumio product team.
  • Capture and document Customer Use Cases and value stories.
  • 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related customer-facing role.
  • Experience within the Cyber Security or Enterprise SaaS space is ideal.
  • Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts.
  • Excellent communication skills, both verbal and written.
  • Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment.
  • Diverse culture emphasizing inclusion and belonging.
  • Transparent hiring experience with a commitment to security.
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