Senior Customer Success Advisor

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

📋 Description

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

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

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

• Anticipate upcoming renewals and oversee the renewal process from initiation to completion.

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

• Develop trusted-advisor relationships with executive stakeholders and technical teams within customer organizations.

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

• Create strategic roadmaps that outline how customers should utilize and adopt Illumio products.

• Track adoption health across the account portfolio.

• Facilitate cross-functional support to ensure rapid and high-quality customer onboarding.

• Identify product or feature gaps and coordinate responses and delivery timelines with the product team.

• Gather and document customer use cases and value narratives.

• Report directly to the Director of Customer Success.

⛳️ Requirements

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

• Preferably, experience in the cybersecurity or enterprise SaaS sectors.

• Demonstrated ability to establish trust and communicate effectively with C-Suite, VP, and Director-level stakeholders, as well as daily platform users.

• Exceptional verbal, written, and presentation communication skills.

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

• Must be legally authorized to work in the country for the position.

• Must address current or future immigration sponsorship needs.

🏝️ Benefits

• Opportunities for equity participation.

• Commission structure.

• Comprehensive medical, dental, and vision plans.

• Health and dependent savings accounts.

• Life and disability insurance programs.

• Paid parental leave.

• Voluntary benefits programs.

• Company-sponsored wellness initiatives.

• Wellness reimbursement options.

• Retirement savings plan.

• Generous paid time off.

• Paid holidays.

• Employee incentive programs.