[Hiring] Customer Success Advisor @Illumio

Role Description

As a Customer Success Advisor (CSA), you are a critical part of the Customer Success Organization reporting to the Director of Customer Success. Your role will be directly tied to value generation for our customers, by helping them develop the right strategy to onboard, adopt, and successfully utilize Illumio's products to achieve their desired outcomes. The results of your efforts should lead to healthy, adopted, referenceable customers that achieved value-based outcomes and are eager to expand their use of Illumio across their organization.

• Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices.
• Partner with all teams within Illumio (like Sales, Professional Services, Support, Product Management, Engineering, Office of the CTO) to drive a strategic roadmap for your customers.
• Inspect customer adoption issues and run specific plans to increase adoption health.
• Tie adoption health to renewal and ensure that value is being delivered.
• Forecast upcoming renewals whilst managing the process from start to finish.
• Partner with Sales to identify expansion opportunities and realize the expansion sales potential within your portfolio.
• Establish “trusted advisor” relationships with executive stakeholders and technical teams on the customer side.
• Establish, confirm, and document the “definition of success” with the customers' executive sponsors through quarterly ‘Executive Business Reviews’.
• Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products.
• Monitor the Adoption Health across all accounts within your portfolio.
• Marshall the support of our cross-functional organization to successfully onboard a customer quickly and with the highest quality possible.
• Identify product or feature gaps, coordinate responses and timelines with the Illumio product team.
• Capture and document Customer Use Cases, value stories, and other useful information to contribute to our Customer Success repository.

Qualifications

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related customer-facing role.
• Experience within the Cyber Security or Enterprise SaaS space is ideal.
• 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.

Requirements

• Strong understanding of customer success metrics and methodologies.
• Ability to analyze customer data to drive actionable insights.
• Experience in managing customer relationships and expectations.
• Proficiency in using CRM tools and customer success platforms.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible working hours and remote work options.
• Professional development opportunities and training programs.
• Generous vacation and paid time off policies.

Company Description

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters.

• Recognized as a Leader in the Forrester Wave™ for Microsegmentation.
• Enables Zero Trust, strengthening cyber resilience for infrastructure, systems, and organizations.
• Partners with many of the world’s largest enterprises to solve complex security challenges.