Remote Associate Customer Success Manager

Summary

Join us at ExtraHop, a cybersecurity partner that helps enterprises protect and propagate trust by revealing the cybertruth. We're on a mission to help organizations achieve complete visibility, real-time threat detection, and proactive security through cutting-edge network detection and response (NDR) technology.

Requirements

• Associate’s degree or equivalent experience, ideally in Business or Information Technology
• Minimum of 1-3 years experience with customer success
• Effective communication skills, both verbal and written
• Ability to multitask in a fast-paced but supportive environment
• Excellent attention to detail
• Process driven, with strong administrative skills
• Proficient user of the Salesforce.com CRM or similar
• Basic knowledge of Information Technology networking principles and application protocols or cyber security
• Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis

Responsibilities

• Document customer use cases
• Carry a regular cadence with a percentage of your customer base, including check-in calls, operational assessments, and other business/technical reviews
• Lead and facilitate new customers’ initial onboarding and introduction to ExtraHop for accounts with high ARR and complex initial deployment
• Assess and document customer health and maturity levels to improve customer engagement strategy
• Monitor and report on EOL hardware and outdated firmware
• Champion customer needs and opportunities for product enhancement with ExtraHop development teams
• Ensure CSAT status is up to date on all non-portfolio accounts
• Generate recurring project status reports for accounting and upper management
• Work with Training and Sales teams to coordinate scheduling of short-term training engagements
• Work closely with Solutions Architects and clients to schedule appropriate resources based on project requirements and availability
• Send general updates to all users on product, use cases and services
• Evaluate product telemetry for account health risk
• Assist in identifying and creating reference customers
• Act as a bridge between customers and other ExtraHop departments (Product, Sales, Support, Marketing, Services) to ensure feedback is received
• Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or downsell event

Benefits

• Health, Dental, and Vision Benefits
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
• FSA and Dependent Care Accounts + EAP, where applicable
• Educational Reimbursement
• 401k with Employer Match or Pension where applicable
• Pet Insurance (US Only)
• Parental Leave (US Only)
• Hybrid and Remote Work Model