# Customer Success Advisor

**Company:** [Illumio](https://hotfix.jobs/companies/illumio)
**Location:** Remote
**Role:** Customer Success
**Salary:** NT$2M – NT$2.5M/yr
**Experience:** 5+ years
**Skills:** Customer Success, Technical Account Management, Professional Services, Cybersecurity, Enterprise Saas, Customer Adoption, Renewals, Executive Business Reviews, Customer Roadmaps, Net Retention Rate, Mandarin Chinese
**Posted:** 2026-08-18

> 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.

## Job Description

## 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.

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