Customer Success Advisor

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Our Customer Experience organization exists to help every customer realize the full value of their investment in Illumio.

Responsibilities

Develop cross-functional knowledge spanning IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices; Partner with all teams within Illumio to drive a strategic roadmap for customers; Inspect customer adoption issues and run plans to increase adoption health; Tie adoption health to renewal, forecast upcoming renewals and manage the renewal process; 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 with customers executive sponsors through quarterly Executive Business Reviews; Build a strategic roadmap for every customer; Monitor Adoption Health across all accounts in the portfolio; Marshal support of cross-functional organization to onboard customers quickly and with high quality; Identify product or feature gaps, coordinate responses and timelines with the product team and orchestrate delivery; Capture and document Customer Use Cases, value stories, and other useful information for the Customer Success repository

Requirements

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, with the ability to support local customers and partners effectively

Nice to have

Worked within the Cyber Security or Enterprise SaaS space