Vice President, Customer Success and Renewals

Location: Sunnyvale, California

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: 

The Illumio Sales team consists of individuals who are already at the top of their game – and yet know there is always more to learn. We came here because we want to invest in our personal performance and growth, beyond but also including our commission checks. We are looking for fellow team members who believe that they will maximize their success by making a real impact on their customer’s business.   

Your Impact: 

Reporting to the Chief Revenue Officer, the VP Global Customer Success and Renewals is responsible for setting the team’s strategy while leading and running a globally distributed, high performing organization. This senior leader will establish and manage the adoption and renewal motion of Illumio’s platform, technologies and services across Illumio’s commercial ecosystem. With regular interaction with Executive Staff members, this leader will drive standards for hiring, training, and field execution that contribute to the company’s ability to run a predictable business across industries and geographies. 

• Lead Illumio’s Customer Success and Renewals organization, building trust and confidence that drives customer success, engagement, loyalty, retention and revenue growth 

• Drive customer success strategies with a rigorous, programmatic approach across Illumio’s customer base, resulting in growth & adoption, usage and business value for customers 

• Assess and integrate sales processes and methodologies that incorporate a team structure while implementing adjustments to optimize performance, facilitate aggressive growth, ensure deep customer engagements, and build lifetime value for our customers 

• Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address and manage risk while driving healthy renewals focused on our customers’ success 

• Develop data driven go-to-market renewal selling strategies and playbooks at scale 

• Set performance targets for the Customer Success and Renewals organization 

• Use quantitative and qualitative analysis to drive operational excellence and scale for customer engagement, retention and renewals 

• Operate as a servant leader who is equally adept at setting course and vision and engaging with customers and team members, balancing a mastery of both strategy and execution  

Your Toolkit: 

• 15+ years of customer facing experience with a minimum of ten years leading globally distributed teams with extensive experience in customer/client management, Customer Success and Renewals.  Must have a background in Security and/or networking.

• Deep understanding of the renewals process and a proven track record driving renewal execution and performance in a SaaS/subscription environment 

• Demonstrated ability to lead an adopt to renew motion across all segments 

• Extensive Pre Sales experience plus post-sales experience required 

• Successful track record of exceeding revenue targets 

• Evangelist for the Customer voice 

• Extensive Customer Success experience with enterprise/strategic customers 

• Exceptional at cross-functional collaboration 

• Enthusiastic and creative leader with the ability to inspire people 

• Track record of building top performing teams and metrics focused culture 

• Demonstrated success in the following: 

• • Managing client expectations 

• • Developing and maintaining executive relationships and associated influencing strategies 

• • Project management including managing disparate, cross-enterprise project teams 

• • Value-based conversation with business executives 

• • Experience managing products, product offerings and customer experience 

• Excellent operational skills 

• Strong executive gravitas, verbal and written communication skills, and experience presenting to executive teams 

• Bachelor's degree required, Advanced degree(s) are a plus 

• Ability to travel globally up to 50% 

Compensation:

$271,000 USD - $325,000 USD

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws. 

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-HYBRID

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.