Sr. Staff Program Manager

Illumio

1d•Remote

About The Position

Illumio is a leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, their 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 critical infrastructure. The Customer Success team is crucial for Illumio's success, from seamless deployments to fostering trusted partnerships with clients. Joining this team means tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware. Illumio's focused approach, unlike firms managing numerous products, provides personalized support and expertise through a precise, proven product portfolio, cultivating a customer base known for its loyalty and desire for genuine partnership. The company is committed to ensuring clients' most sensitive infrastructure is set up for success. As a Customer Success Advisor (CSA), reporting to the Director of Customer Success, this role is directly tied to value generation for customers. The CSA helps customers develop the right strategy to onboard, adopt, and successfully utilize Illumio's products to achieve their desired outcomes. The results of these efforts should lead to healthy, adopted, referenceable customers who have achieved value-based outcomes and are eager to expand their use of Illumio across their organization.

Requirements

8+ years of experience managing complex, customer facing programs in SaaS or enterprise technology environments.
Program management certification (e.g., PMP, PgMP, CSM, SAFe, or equivalent), demonstrating formal training in structured delivery, governance, and cross functional execution.
Proven experience orchestrating cross functional post sales execution across Customer Success, Professional Services, Enablement, Support, and technical teams.
Demonstrated ability to manage large, multi workstream programs with meaningful operational and commercial impact, without direct ownership of delivery resources.
Strong stakeholder management skills, with the ability to communicate clearly and confidently at both working and executive levels.
Experience influencing and aligning teams in highly matrixed environments.
Demonstrated ability to manage risk, dependencies, and competing priorities in fast paced, high expectation settings.
Excellent written, verbal, and organizational skills, including experience producing customer ready reporting and executive communications.
Experience supporting enterprise, federal, or public sector customers.
Familiarity with cybersecurity concepts, Zero Trust principles, or large scale security / infrastructure deployments.
Experience operating in environments with contractual complexity, governance requirements, or regulated stakeholders.
Background working in high growth or evolving organizations where processes are being defined, refined, and operationalized.
Prior post-sales delivery experience partnering with TAMs, CSAs, or Professional Services.

Responsibilities

Own program coordination and execution governance for strategic customer engagements, ensuring Customer Success, TAM, Professional Services, Enablement, and Support are aligned to shared customer outcomes, milestones, and success criteria.
Serve as the cross functional orchestrator across post sales motions, managing dependencies, timelines, risks, and decision points across multiple teams without direct authority.
Establish and maintain program governance models, including outcome based planning, operating cadences, escalation paths, and executive level communications.
Act as the primary point of contact for program execution and governance, while partnering closely with the CSA, who remains the overall account and value owner.
Partner with Customer Success and Account teams to ensure program execution supports adoption goals, renewal readiness, and expansion opportunities.
Proactively identify, surface, and help manage program level risks and opportunities that could impact customer value realization, renewals, or commercial outcomes.
Align delivery plans with customer maturity, operational readiness, and long-term value realization.
Collaborate with Professional Services to ensure scoped services, timelines, and resourcing support contracted outcomes and customer objectives.
Partner with TAMs to accurately reflect technical plans and architectural decisions in program plans and delivery sequencing.
Coordinate enablement, training, and readiness activities to support successful adoption and seamless operational handoff.
Deliver recurring program health reporting that provides clear visibility into execution progress, key risks, dependencies, and outcome indicators such as adoption, readiness, and value realization.
Ensure stakeholders experience a cohesive, predictable, and well governed delivery motion.