Customer Success Manager

Summary

Join ExtraHop's Customer Success team as a Manager and play a leading role in ensuring customer success by analyzing requirements, providing assistance and enablement, coordinating services, leading onboarding, assessing customer health, executing engagement workflows, contributing to Voice of Customer activities, and representing customer needs across business units. You will work with a market-leading NDR product, helping customers solve critical business problems and build lasting relationships. ExtraHop offers a supportive environment, great customers, and a product customers love. This role requires a four-year college degree in a technical field, effective communication, multitasking abilities, attention to detail, and flexibility. Experience in project management, data interpretation using the ExtraHop platform, and enterprise IT application or networking support are preferred.

Requirements

• Four-year college degree, preferably in a technical field such as management information systems or information technology
• Effective communication skills, both verbal and written
• Ability to multitask in a fast-paced environment
• Excellent attention to detail
• Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately

Responsibilities

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment
• Engage ExtraHop end-users to provide targeted assistance and enablement
• Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training
• Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop
• Assess and document customer health and maturity levels to improve customer engagement strategy
• Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community
• Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities
• Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations

Preferred Qualifications

• Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS)
• Experience with project management
• Data interpretation experience using the ExtraHop platform
• Experience in Enterprise IT application or networking support

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