Remote Senior Customer Success Advisor

Summary

Join Illumio's Support and Services team as a Customer Success Advisor (CSA) and play a crucial role in the company's success by tackling meaningful challenges, protecting over one million workloads globally, and containing cyberattacks and ransomware. As a CSA, you will be directly tied to value generation for our customers, helping them develop the right strategy to onboard, adopt, and successfully utilize Illumio's products.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or related, customer-facing role
• Ideally you will have worked within the Cyber Security or Enterprise SaaS space
• 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

Responsibilities

• Inspect customer adoption issues and run specific plans to increase adoption health where required
• Tie adoption health to renewal and ensure that value is being delivered
• Forecast your upcoming renewals whilst managing the process from start to finish
• Partner with Sales to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio
• Establish ‘trusted advisor’ relationships with the 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 to meet their desired outcomes
• 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 and successfully orchestrate their delivery
• Capture and document Customer Use Cases, value stories, and other useful information to help contribute to, and increase the depth of our Customer Success repository

Benefits

• 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