Customer Success Advisor
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Job Description
Customer Success Advisor helping Illumio, a breach-containment cybersecurity company, drive customer onboarding, adoption, renewals, and expansion in Taiwan.
Responsibilities:
- Develop cross-functional knowledge spanning IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices
- Partner with Sales, Professional Services, Support, Product Management, Engineering, and the Office of the CTO to drive strategic customer roadmaps
- Inspect customer adoption issues and execute plans to improve adoption health
- Connect adoption health to renewals and forecast and manage renewals from start to finish
- Partner with Sales to identify expansion opportunities and improve Net Retention Rate
- Establish trusted-advisor relationships with executive stakeholders, technical teams, and day-to-day users
- Establish and document customer definitions of success through quarterly Executive Business Reviews
- Build strategic roadmaps for customers to guide product consumption and adoption
- Monitor adoption health across the account portfolio
- Coordinate cross-functional support for rapid, high-quality customer onboarding
- Identify product or feature gaps and coordinate responses and delivery timelines with the product team
- Capture and document customer use cases and value stories for the Customer Success repository
- Report to the Director of Customer Success
Requirements:
- 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or a related customer-facing role
- Cybersecurity or enterprise SaaS experience is ideally preferred
- Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts and day-to-day platform users
- Excellent verbal, written, and presentation communication skills
- Detail-oriented, able to set priorities, and flexible in an ever-changing environment
- Bilingual proficiency in Mandarin Chinese and English
- Ability to support local customers and partners effectively
Benefits:
- Equity opportunities
- Commission
- Medical, dental, and 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
- Paid time off
- Paid holidays
- Employee incentive program
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