Sr. Customer Success Advisor
Job description
Customer Success Advisor responsible for helping Illumio customers onboard, adopt, and realize value from the platform, driving adoption health, renewals, and expansion. Reports to the Director of Customer Success within the Customer Success Organization.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Germany
- Languages
- German – fluent, English – fluent
What you'll do
- 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 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)
- 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
- 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
What we're looking for
- 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 German and English, with the ability to support local customers and partners effectively
Nice to have
- Ideally you will have worked within the Cyber Security or Enterprise SaaS space
Your team
Customer Success Organization
Customer Success Advisors exist to help customers sustain value; they serve as customers' strategic business partners, building trusted relationships that ensure they continuously realize the outcomes that drove their investment in Illumio.
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About Illumio
The leader in ransomware and breach containment
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, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.
Mission
Redefining how organizations contain cyberattacks and enable operational resilience.
Key facts
- Recognized as a Leader in the Forrester Wave™ for Microsegmentation
- Powered by the Illumio AI Security Graph
- Enables Zero Trust
What they value
- Unique backgrounds, experiences, viewpoints, and individual contributions create a culture of belonging