Customer Success Advisor

The role

The Customer Success Advisor helps customers develop strategies to onboard, adopt, and utilize Illumio products. You will drive value generation by ensuring customers achieve desired outcomes and increase adoption health.

What you will do

• Develop cross-functional knowledge in IT Security, IT Operations, Infrastructure, and Application Portfolio Management.
• Partner with internal teams to drive strategic roadmaps for customers.
• Inspect customer adoption issues and run plans to increase adoption health.
• Tie adoption health to renewals and forecast upcoming renewals.
• Partner with Sales to identify expansion opportunities and improve Net Retention Rate.
• Establish trusted advisor relationships with executive stakeholders and technical teams.
• Establish, confirm, and document the definition of success through quarterly Executive Business Reviews.
• Build a strategic roadmap for every customer.
• Monitor Adoption Health across all accounts in the portfolio.
• Identify product or feature gaps and coordinate with the product team.

Required qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related, customer-facing role
• 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
• Bilingual proficiency in Mandarin Chinese and English

Nice to have

• Worked within the Cyber Security or Enterprise SaaS space

About the company

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Their platform identifies and contains threats across hybrid multi-cloud environments.