Sr. Customer Success Advisor, Public Sector

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Requirements:

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or similar customer-facing role.
• Experience within the Cyber Security or Enterprise SaaS industry is preferred.
• Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts.
• Excellent communication skills (verbal, written, presentation).
• Detail-oriented with strong prioritization and flexibility skills.

Responsibilities:

• Help customers develop strategies to onboard, adopt, and successfully use Illumio's products.
• Increase customer adoption health and address adoption issues.
• Manage customer renewals and ensure value delivery tied to renewal health.
• Identify expansion opportunities in partnership with Sales for growth within the customer portfolio.
• Build trusted advisor relationships with executive stakeholders and technical teams.
• Document definitions of success through Executive Business Reviews.
• Create strategic roadmaps for product adoption that align with customer goals.
• Monitor adoption health across the account portfolio.
• Coordinate cross-functional support for quick and quality customer onboarding.
• Identify product or feature gaps, coordinating responses with the product team.