Customer Success Advisor

Responsibilities

• Develop cross-functional knowledge spanning IT Security, IT Operations, Infrastructure, and Application Portfolio Management.
• Partner with Sales, Professional Services, Support, Product Management, Engineering, and the Office of the CTO to drive strategic customer roadmaps.
• Inspect customer adoption issues and execute plans to improve adoption health.
• Connect adoption health to renewals, forecast upcoming renewals, and manage renewal processes end to end.
• Partner with Sales to identify expansion opportunities and improve net retention rate across the account portfolio.
• Build trusted-advisor relationships with executive stakeholders, technical teams, and day-to-day users.
• Establish and document definitions of success with executive sponsors through quarterly Executive Business Reviews.
• Build strategic product adoption roadmaps for every customer.
• Monitor adoption health across all assigned accounts.
• Coordinate cross-functional support to onboard customers quickly and with high quality.
• Identify product or feature gaps and coordinate responses and delivery timelines with the product team.
• Capture and document customer use cases, value stories, and other information for the Customer Success repository.
• Travel onsite to customers as needed.

Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or a related customer-facing role.
• Experience in cybersecurity or enterprise SaaS is preferred.
• Proven ability to build trust and communicate effectively with C-suite, vice president, and director-level contacts, as well as platform users.
• Excellent verbal, written, and presentation communication skills.
• Detail-oriented, with the ability to prioritize and adapt in a changing environment.