Sr. Customer Success Advisor
Posted on 2/13/2024
Illumio

501-1,000 employees

Business data center and cloud computing security
Company Overview
Illumio's mission is to enable every organization to realize a future without high-profile breaches. Illumio provides visibility, segmentation and control of all network communications across any data center, cloud and endpoint.
Fintech
Government & Public Sector
Energy

Company Stage

Series F

Total Funding

$557M

Founded

2013

Headquarters

Sunnyvale, California

Growth & Insights
Headcount

6 month growth

10%

1 year growth

-1%

2 year growth

19%
Locations
Cambridge, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Management
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • 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
  • Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts
  • Excellent communication skills verbal, written and presentation
  • Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment
Responsibilities
  • Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices
  • Inspect customer adoption issues and run specific plans to increase adoption health where required
  • Tie adoption health to renewal and ensure that value is being delivered
  • Partner with Sales to identify expansion opportunities and ensure realization of the expansion sales potential within the portfolio
  • Establish 'trusted advisor' relationships with the executive stakeholders and technical teams on the customer side
  • 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 the portfolio
  • Marshal the support of the 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
Desired Qualifications
  • Experience in Technical Account Management or Professional Services
  • Experience in the Cyber Security or Enterprise SaaS space