Customer Success Advisor

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. As a Customer Success Advisor (CSA) Public Sector, 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.

Responsibilities

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 value is delivered; Forecast upcoming renewals and manage the process from start to finish; Partner with Sales to identify expansion opportunities and realize expansion sales potential; Establish trusted advisor relationships with executive stakeholders and technical teams; Establish, confirm, and document the definition of success with customers' executive sponsors through quarterly Executive Business Reviews; Build a strategic roadmap for every customer; Monitor the Adoption Health across all accounts within portfolio; Marshall the support of cross-functional organization to onboard a customer quickly and with high quality; Identify product or feature gaps, coordinate responses and timelines with product team; Capture and document Customer Use Cases, value stories, and useful information

Requirements

5+ years of experience in Customer Success, plus Technical Account Management, B2B IT sales, or related, customer-facing role; Experience in Public Sector, DoD, SLED or related USA military background; Experience navigating government procurement, contracting vehicles, and procurement-driven timelines; 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; Strong cross-functional leadership experience working with Sales, Product, Engineering, Security, and Legal teams; Experience supporting large, complex, multi-stakeholder accounts with long adoption cycles; Detail-oriented with the ability to set priorities and be flexible in an ever-changing environment; Ability to travel on-site to customers

Nice to have

Cyber Security or Enterprise SaaS space; customer success CRM & renewal forecasting tooling