Senior Customer Success Advisor

Summary

Join Illumio's Customer Success team as a Customer Success Advisor (CSA) and play a crucial role in driving customer value by ensuring successful product adoption and utilization. You will develop strategies for onboarding, adoption, and successful use of Illumio's products. This role involves building strong relationships with executive stakeholders and technical teams, forecasting renewals, identifying expansion opportunities, and collaborating with cross-functional teams. The CSA will monitor adoption health, address issues, and contribute to the Customer Success repository. Success in this role requires strong communication, technical understanding, and the ability to build trust with clients.

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

Responsibilities

• 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 where required to ensure that all customers are wildly successful with Illumio's platform
• 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
• Identify growth opportunities in your portfolio of accounts to improve NRR (Net Retention Rate) for the company
• Establish “trusted advisor” relationships with the executive stakeholders and technical teams on the customer side while working seamlessly with our account team to extend Illumio’s reputation and position as a vendor
• 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

Preferred Qualifications

Ideally you will have worked within the Cyber Security or Enterprise SaaS space

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