Customer Success Manager

Summary

Join ExtraHop's Customer Success team and play a leading role in ensuring customer success with our market-leading NDR product. You will analyze customer needs, identify new use cases, and assist with platform configuration. This role requires strong customer relationship skills and experience with NDR platforms. You will collaborate with technical teams and sales to expand customer adoption and proactively manage success plans. Travel to customer sites is required. ExtraHop offers a supportive environment, great customers, and a product customers love.

Requirements

• Minimum of three year’s experience in information technology
• Minimum of two years as a CSM in a relevant technical organization (NPM or NDR)
• Intermediate knowledge of networking principles (the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS)
• Data interpretation experience using an NDR platform
• Knowledge of security exploits and threats
• Demonstrated ability to work with customers in a high touch capacity, conducted weekly customer calls and meetings and demonstrated ability to advocate for their needs
• Willingness to travel up to 25%

Responsibilities

• Analyze customer network requirements and promote the highest value application of ExtraHop in our customer's environment
• Proactively identify new use cases to utilize Extrahop platform metrics and data
• Assist with minor to moderately complex configuration and customization assistant to maximize product value
• Facilitate customer engagement with technical support and engineering teams when difficult support cases arise
• Frequently engage customer to actively manage to success plan objectives and remove barriers to adoption
• Proactively engage with sales teams and senior, strategic customer contacts to scope plans for expansion
• Travel to customer sites to strengthen relationships

Preferred Qualifications

• JAVAScript basics
• Data customization and configuration experience of the ExtraHop platform

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