Sr. Customer Success Advisor

Onwards Together!

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.

Location: Germany (Remote)

Our Team's Vision

Customer Success Advisors exist to help customers sustain value.

We serve as our customers' strategic business partners, building trusted relationships that ensure they continuously realize the outcomes that drove their investment in Illumio. Through executive engagement, success planning, lifecycle management, and cross-functional leadership, we help customers measure success, overcome business obstacles, and identify opportunities to deepen the value Illumio delivers over time.

Customer Success Advisors orchestrate the expertise of the broader Illumio organization. Working alongside Technical Account Managers, Professional Services, Support, Sales, Product Engineering, and our partner ecosystem, they bring together the right people at the right time to help customers achieve their business objectives.

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.

• Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
• Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required.
• 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.
• 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.
• 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.
• Capture and document Customer Use Cases, value stories, and other useful information.

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

Compensation: €96K – €120K • Offers Equity • Offers Commission

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.