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Manager, Customer Success

Sydney, Australia

Location: This role can be located in either Sydney or Melbourne

Onwards Together!

Illumio, the pioneer and market leader of Zero Trust segmentation, prevents breaches from becoming cyber disasters. Illumio protects critical applications and valuable digital assets with proven segmentation technology purpose-built for the Zero Trust security model. Illumio ransomware mitigation and segmentation solutions see risk, isolate attacks, and secure data across cloud-native apps, hybrid and multi-clouds, data centers, and endpoints, enabling the world’s leading organizations to strengthen their cyber resiliency and reduce risk.  

Illuminate the future with Illumio and join a team that’s passionate about developing cutting-edge security solutions that protect the world's most critical assets. 

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 escalate 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.

We're looking for a Manager, Customer Success Manager, who can scale to partner with customers on how to best leverage Illumio to achieve their unique business objectives. Your engagements with customers, while time-bound, will result in their increased satisfaction with and confidence in Illumio as their organization’s work management solution. Equipped with the knowledge of what it takes for customers to succeed with Illumio, you will serve as a thought partner and lifeline to customers. To the entire Illumio team, you’ll exemplify empathetic, customer-centricity.

Your Impact

  • You will be assigned to our APAC region, managing Customer Success Advisors and collaborating with a cross-functional team to drive customer value.

  • Work with subject matter experts in Training, Support, Systems Engineering, Professional Services, and Product, assembling the appropriate resources for each account.

  • Lead our APAC Customer Success Advisors to manage portfolios and foster relationships.

  • Inspect customer adoption issues and increase adoption health where required to ensure that all customers are wildly successful with Illumio's platform.

  • Tie adoption health to renewal and ensure that value is being delivered.

  • Establish “trusted advisor” relationships with the management and technical teams on the customer side while working with our account team to extend Illumio’s reputation.

  • Lead and support meetings with internal and external stakeholders on major accounts.

  • Identify areas of risk, ensure all stakeholders are aware, and drive mitigation plans.

  • Monitor the adoption health across all accounts within your team’s portfolio and generate a quarterly improvement plan to drive adoption score increases

  • Occasional travel to company headquarters and customer sites may be required.

Your Toolkit:

  • 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related, customer-facing role.

  • 6+ years of professional management experience.

  • Ideally you will have worked within the Cyber Security or Enterprise SaaS space.

  • Digital customer success experience, ideally building or implementing a digital customer success strategy and workflow

  • 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.

  • Experience building a scaled or digital customer success engagement model a must

Benefits:

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Sponsored Wellness Program – Wellness Reimbursement Program - Retirement Savings – Equity Opportunities – Paid time off and Paid Holidays – Employee Incentive Program.#LI-AF1 #LI-REMOTE

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.

 

All official job offers from our company are extended directly by our recruitment team and will be sent through an official DocuSign 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. 

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GDPR Acknowledgement *

Before submitting your application, please review the points below and confirm acknowledgement: 

  • Please click here to read the Illumio Recruiting and Hiring Privacy Statement.

  • This Privacy Statement is not a contract, expressed or implied, and it does not set terms or conditions of employment.

Arbitration Acknowledgment: *

To the fullest extent permitted by law, you and Illumio, Inc. (the “Company”) agree  that any and all disputes between you and the Company concerning, arising out of, and/or related to your application with and/or hiring at the Company) (“Arbitrable Claims”) that cannot  otherwise be resolved informally shall be submitted to binding arbitration pursuant to and governed by the Federal Arbitration Act (the “FAA”).  Further, to the fullest extent permitted by law, you and the Company agree that no class or collective actions can be asserted in arbitration, court or any other forum.  All claims must be brought solely in your or the Company’s individual capacity, and not as a plaintiff or class member in any purported class or collective proceeding.

 

Notwithstanding the foregoing, nothing in this arbitration agreement restricts: (a) your right under the FAA to elect to pursue claims for sexual harassment and/or sexual assault in court, on an individual, class action or collective action basis; (b) your right to file administrative claims you may bring before any government agency where, as a matter of law, the parties may not restrict the employee’s ability to file such claims (including, but not limited to, the National Labor Relations Board, the Equal Employment Opportunity Commission and the Department of Labor); or (c) if you are based in Washington, your right to elect to pursue claims in court, on an individual, class action or collective action basis (as permitted by applicable law), under the Washington State Law Against Discrimination (RCW 49.60, et seq.) or any federal anti-discrimination law. 

 

SUBJECT TO THE ABOVE, THE PARTIES HEREBY WAIVE ANY RIGHTS THEY MAY HAVE TO TRIAL BY JURY IN REGARD TO ARBITRABLE CLAIMS.  THE PARTIES FURTHER WAIVE ANY RIGHTS THEY MAY HAVE TO PURSUE OR PARTICIPATE IN A CLASS OR COLLECTIVE ACTION PERTAINING TO ANY CLAIMS BETWEEN YOU AND THE COMPANY.

 

The arbitration shall be conducted through JAMS before a single neutral arbitrator, in accordance with the JAMS employment arbitration rules then in effect. The JAMS rules may be found and reviewed at http://www.jamsadr.com/rules-employment-arbitration. If you are unable to access these rules, please let me know and I will provide you with a hardcopy. The arbitrator shall issue a written decision that contains the essential findings and conclusions on which the decision is based.

 

This arbitration agreement is governed by and will be construed in accordance with the FAA, and it shall only apply to claims that are subject to mandatory binding arbitration under applicable law.  If, for any reason, any term of this arbitration provision is held to be invalid or unenforceable, all other valid terms and conditions herein shall be severable in nature and remain fully enforceable.