Director, Customer Trust

The Director of Customer Trust leads the company's customer-facing security engagement program. Reporting to the VP of Security, this role is responsible for building trust with our customers, and ensuring customers understand the company's security architecture, practices, and product security model. The Director will partner closely with Sales, Customer Success, Product, and Security teams to support enterprise sales cycles, manage customer security reviews, and scale the company's ability to respond to security assessments and inquiries. This role acts as the primary interface between the Security organization and customer security teams.

Responsibilities

Serve as the primary security representative during customer security reviews and technical discussions; Participate in enterprise sales cycles to address customer security questions and architecture reviews; Engage directly with customer security teams and CISOs to explain the company's security posture; Lead the team responsible for responding to security questionnaires and customer security assessments; Maintain and improve the security response knowledge base and evidence repository; Improve efficiency and scalability of questionnaire responses; Own Illumio's customer facing Trust Center; Partner with Sales and Customer Success teams to remove security-related blockers in enterprise deals; Provide clear explanations of the company's security architecture and product security controls; Develop security collateral that supports customer trust and sales enablement; Identify recurring customer security concerns and communicate them back to Security and Product teams; Work with Product Security and Engineering to address systemic trust gaps; Help improve documentation and transparency around security practices

Requirements

10+ years of experience in customer trust, cybersecurity, security assurance, product security, or security consulting; Experience engaging directly with enterprise customers on security topics; Familiarity with common security frameworks and assessments (SOC 2, ISO 27001, ISO 42001, PCI-DSS, SIG, CAIQ); Strong communication skills with the ability to translate complex security concepts for customer audiences

Nice to have

Experience in complex multi-cloud, hybrid, and large scale platform security environments; Experience supporting enterprise sales cycles, customer support and customer success escalations; Experience managing customer security or security assurance programs; Experience previously working at a security vendor in a similar trust role