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: Taiwan (Remote) Our Team’s Vision: Our Customer Experience organization exists to help every customer realize the full value of their investment in Illumio. Our vision is simple: every customer reaches value quickly, sustains that value over time, and operates with confidence every day. Delivering on that vision requires more than exceptional technology. It takes a unified team of Customer Success Advisors, Technical Account Managers, Professional Services, Support, and Training & Enablement working together to help customers achieve successful outcomes throughout their journey - from implementation and adoption to optimization, expansion, and long-term operational success. We partner with many of the world’s largest enterprises to solve complex security challenges, reduce cyber risk, and maximize the business value of their Zero Trust Segmentation investments. Whether we’re guiding a deployment, providing strategic advice, resolving a critical issue, enabling new capabilities, or improving the customer experience at scale, our purpose remains the same: helping customers achieve their objectives and become more secure and resilient. Joining Customer Experience means becoming part of a collaborative organization united by a shared commitment to customer success. If you’re passionate about building trusted relationships, solving meaningful business and technical challenges, and making a measurable impact for customers around the world, you’ll find exceptional opportunities to grow your career while helping shape the future of cybersecurity.

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. The results of your efforts should lead to healthy, adopted, referenceable customers that achieved value-based outcomes and are eager to expand their use of Illumio across their organization. Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices. Your ability to partner with all teams within Illumio (like Sales, Professional Services, Support, Product Management, Engineering, Office of the CTO) to drive a strategic roadmap for your customers will be vital to your success. Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform. 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 while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor. Establish, confirm, and document