Customer Success Manager

Summary

Join ExtraHop's Customer Success team and leverage your expertise to deliver exceptional customer experiences and drive successful outcomes. Analyze customer requirements, secure contract renewals, and identify growth opportunities. Engage with end-users, providing targeted assistance and enablement. Coordinate high-value services, lead customer onboarding, and assess customer health and maturity levels. Execute customer engagement workflows, contribute to Voice of Customer activities, and champion customer needs with development teams. Develop and maintain Customer Success Plans, promote community platform usage, and build strong customer relationships. Recognize expansion opportunities and collaborate with the sales team. Host customer meetings and serve as the central point of contact for customer engagement across various ExtraHop teams.

Requirements

• Four-year college degree, preferably in a technical field such as management information systems or information technology
• Work cooperatively with others within the organization and other cross-functional stakeholders
• Work well in fast-paced, high-stress environments
• Has predictable, reliable attendance
• Effective communication skills, both verbal and written
• 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
• 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)

Responsibilities

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment
• Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services
• 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
• Champion customer needs and opportunities for product enhancement with ExtraHop development teams
• Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations
• Promote customers' use of our community platform and self-service capabilities
• Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders
• Recognize organic opportunities for expansion/growth and engage the Sales team to pursue
• Host and conduct recurring customer meetings, working sessions, and Business Reviews with customers
• Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales, Marketing, Product, and Support

Preferred Qualifications

• Experience with project management is a plus
• Data interpretation experience using the ExtraHop platform is a plus
• Experience in Enterprise IT application or networking support is a plus
• Experience working with Channel Partners
• Proficient user of Salesforce.com CRM or similar
• Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis

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