Customer Success Advisor
The Customer Success Advisor drives customer onboarding, product adoption, renewals, and expansion for enterprise cybersecurity accounts. The role requires at least five years of customer-facing experience, executive communication skills, and bilingual Mandarin Chinese and English proficiency.
About the job
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 and forecast upcoming renewals while managing the renewal process 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 platform users.
- Establish and document customer definitions of success through quarterly Executive Business Reviews.
- Build strategic roadmaps that define how customers should consume and adopt products to achieve desired outcomes.
- Monitor adoption health across all assigned accounts.
- Coordinate cross-functional support to onboard customers quickly and with high quality.
- Identify product and feature gaps, coordinate responses and timelines with the product team, and orchestrate delivery.
- Capture customer use cases, value stories, and other information for the Customer Success repository.
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 preferred.
- Proven ability to build trust and communicate effectively with C-suite, VP-, and director-level contacts as well as platform users.
- Excellent verbal, written, and presentation communication skills.
- Detail-oriented, able to prioritize, and flexible in a changing environment.
- Bilingual proficiency in Mandarin Chinese and English, with the ability to support local customers and partners.
Skills
Customer Success, Technical Account Management, Professional Services, Cybersecurity, Enterprise Saas, Customer Adoption, Renewals, Executive Business Reviews, Customer Roadmaps, Net Retention Rate, Mandarin Chinese
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