Manager, Customer Success

Summary

Join ExtraHop's team as a Sr Manager of Customer Success for EMEA & APAC, leading a regional team of CSMs supporting diverse customers. Ensure customers achieve meaningful outcomes with ExtraHop's platform, becoming loyal advocates. Collaborate with Sales, Solution Engineering, Renewals, Marketing, and Product teams for seamless customer experience. Hire, mentor, and scale the regional CS team, developing data-driven processes and leveraging AI. Define and execute the International Customer Success strategy, tailored to regional needs. Engage directly with key customers and executive stakeholders, building trusted advisor relationships.

Requirements

• 10+ years of experience in Customer Success, including 5+ years leading teams—preferably in a B2B SaaS, cybersecurity, or networking environment
• Proven success in driving customer retention, expansion, and product adoption in a leadership capacity
• Strong understanding of customer lifecycle management, stakeholder engagement, and customer health frameworks
• Track record of building trusted cross-functional relationships and influencing without authority
• Passion for developing people, leading by example, and building high-performing, mission-driven teams
• Analytical mindset with experience using CS platforms, CRM systems, and digital CS tools
• Excellent communication and executive presence
• Work cooperatively with others within the organization and other cross-functional stakeholders
• Work well in fast-paced, high-stress environments
• Has predictable, reliable attendance

Responsibilities

• Define and execute the International Customer Success strategy, aligned to global goals but tailored to regional needs in EMEA & APAC
• Lead and manage a growing regional team of CSMs across multiple customer segments and touch models (high-touch to digital-touch)
• Partner closely with Sales, Renewals, SEs, and Channel teams to align on customer value, expansion, and retention opportunities
• Engage directly with key customers and executive stakeholders, building trusted advisor relationships
• Build and refine standard processes and playbooks to drive consistency, efficiency, and scale in customer success practices
• Leverage customer data, product telemetry, and AI-based tools to proactively manage customer health and outreach
• Monitor and improve regional metrics such as net dollar retention, churn, adoption, and CSAT/NPS
• Recruit, develop, and retain top CSM talent in the region; foster a culture of excellence, growth, and accountability

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