Customer Experience Marketing Manager

No Agency Submissions Accepted.

This role will be Remote.

What We Are About:  

The Customer Experience Marketing team at Illumio focuses on creating exceptional experiences and empowering customers on their Zero Trust Segmentation journey. We do this by developing customer-centric programs that drive adoption, retention, and growth throughout the customer lifecycle. Using data-driven strategies and campaigns, we personalize experiences for our customers, building lasting relationships and establishing Illumio as a trusted partner. As a critical member of the Product and Customer Marketing team, you will help support the efforts central to improving the customer experience and ensuring Illumio customers succeed with Illumio.  

As a Customer Experience Marketing Manager, you will be responsible for managing the end-to-end customer engagement strategy and growing our community of customers. Your role includes growing international awareness of our services and products through various digital channels centered around our community platform, including email, webinars, and written content. As part of the larger Product Marketing team, you will collaborate with a cross-functional team across Marketing, Sales, Customer Success, Product Management and more to create and execute programs that drive faster time to value, increase product adoption, and support customer expansion and retention. The ideal candidate should be proactive, action-oriented with a strong ownership mentality, creativity, and excellent communication skills.   

What You Will Accomplish:  

• Customer landscape: understand Illumio’s customer profile across segments, products, and personas to develop and execute programs that align to the overall corporate goals to build awareness, generate pipeline, acceleration adoption, and drive advocacy. 
• Develop and deliver strategic, targeted upsell and cross-sell programs in partnership with Customer Success and Marketing. 
• Establish gamification, loyalty programs, and standardize a global user group program. 
• Partner with Customer Success to develop and automate a personalized customer onboarding journey. 
• Enablement: develop post-sales support materials and communicate the value to Illumio sellers. 
•  Collaborate with senior stakeholders to develop new initiatives and customer-centric assets, such as campaigns, playbooks, written collateral, presentations, and announcements that drive loyalty and adoption.  
• Content creation: curate content for Illumio executive champions and technical users – including onboarding guides, business outcomes, ROI, and best practices.  
• Define and track KPIs and success metrics for customer experience programs, understanding both quantitatively and qualitatively what works and doesn’t and evolving programs based on the needs of our customers.  
• Represent the customer voice and experience in GTM planning. 

What You Will Bring:   

• 5-7 years of marketing experience in customer experience, customer marketing or product marketing roles.
•  
• Experience driving customer-centric programs with a passion for delivering exceptional customer experiences. 
• Strong organizational, prioritization, project management and time management ability with a deadline focus. 
• Emotional intelligence to navigate ambiguity, take initiative and work collaboratively to deliver insights, provide solutions to challenges and recommendations based on analysis. 
• Strong right-brain and left-brain balance — analytical and creative – to drive action and impact.  
• Demonstrated success of leading projects, managing upsell/cross-sell programs, and driving user engagement activities.  
• Excellent communication and collaboration skills, with the ability to work effectively across teams. 
• Proactive and driven to solve problems and find innovative solutions. 
• Demonstrated problem solving ability and attention to detail to deliver high quality output. 

Who We Are  

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.   

 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.  

About Illumio:

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.

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. 

Pay Range:

$136,000 - $149,000 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 (but are not limited to) responsibilities of the job, education, location, experience, knowledge, skills, abilities, as well as internal equity, alignment with market data, or applicable laws.

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-CS1 #LI-REMOTE