Customer Success Template

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. Our Team’s Vision Our Customer Success team plays a crucial role in Illumio's success, from seamless deployments to fostering trusted partnerships with our clients. Joining our team means tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware before they evolve into disasters. What sets us apart from other security firms is our focused approach. Unlike those managing dozens or hundreds of products, we provide personalized support and expertise through a precise, proven product portfolio. Our approach cultivates a customer base known for its incredible loyalty and desire for genuine partnership. We're committed to ensuring our clients' most sensitive infrastructure is set up for success every step of the way. Your Impact: As a Senior Customer Success Advisor, you will own and manage a portfolio of Australian enterprise and mid‑market customers, acting as their primary post‑sales advocate and strategic partner. This is an individual contributor role, ideal for someone who enjoys deep customer engagement, autonomy, and being accountable for driving real business outcomes. You’ll work with some of Australia’s most security‑conscious organisations, helping them strengthen resilience, improve adoption and realise full value from their Illumio investment. Own and manage a portfolio of Australian customers, serving as their primary Customer Success contact Build strong, long‑term relationships with technical and executive stakeholders Drive customer adoption, engagement and value realisation for Illumio’s platform Identify risks and opportunities across your accounts and proactively manage them Connect adoption health to renewal readiness and expansion conversations in partnership with Sales Facilitate regular customer success reviews and strategic planning sessions Work closely with internal teams including Sales, Support, Systems Engineering, Professional Services, Training and Product Advocate for your customers internally, ensuring their voice influences process and product improvements Contribute customer insights, success stories and case studies back into the wider organisation Maintain clear, structured account plans, adoption roadmaps and success metrics Some domestic travel within Australia may be required for key customer engagements. Your Toolkit: 8–12+ years in Customer Success, Account Management or Client Relationship roles Experience managing enterprise or upper mid‑market accounts Background working with cybersecurity, IT infrastructure, networking or data centre technologies Strong stakeholder management skills across technical and executive audiences Experience managing complex adoption journeys and customer value conversations Ability to identify risk, manage escalations and coordinate internal stakeholders Structured approach to account planning and customer success mappingHigh EQ, strong communication and the ability to operate with autonomy Strong commercial understanding of retention and expansion drivers Our Commitment: Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging. #LI-SL1 #LI-HYBRID All official job offers from our company are extended directly by our recruitment team and will be sent through an official E-Signature document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr