Customer Success Advisor

This is a fully remote position, open to applicants in Taiwan.

📋 Description

• Cultivate comprehensive knowledge across IT Security, IT Operations, Infrastructure, and Application Portfolio Management methodologies.

• Collaborate with Sales, Professional Services, Support, Product Management, Engineering, and the Office of the CTO to steer strategic customer roadmaps.

• Assess customer adoption challenges and implement strategies to enhance adoption health.

• Link adoption health to renewals while overseeing and managing renewals from beginning to end.

• Work alongside Sales to pinpoint expansion opportunities and enhance the Net Retention Rate.

• Foster trusted-advisor relationships with executive stakeholders, technical teams, and everyday users.

• Define and document customer success criteria through quarterly Executive Business Reviews.

• Develop strategic roadmaps for customers to facilitate product usage and adoption.

• Track adoption health across the account portfolio.

• Coordinate cross-functional support for swift, high-quality customer onboarding.

• Identify product or feature deficiencies and collaborate with the product team on responses and delivery schedules.

• Record and document customer use cases and value narratives for the Customer Success repository.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Technical Account Management, Professional Services, or a similar customer-facing position.

• Preferably, experience in Cybersecurity or enterprise SaaS.

• Demonstrated capability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, as well as daily platform users.

• Superior verbal, written, and presentation communication abilities.

• Detail-oriented with the ability to prioritize tasks and adapt in a dynamic environment.

• Bilingual proficiency in Mandarin Chinese and English.

• Competence in effectively supporting local customers and partners.

🏝️ 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.