Customer Success Manager III

Summary

Join ExtraHop's Customer Success team as a Customer Success Manager III and play a leading role in ensuring customer success by analyzing customer requirements, promoting ExtraHop's application, securing contract renewals, identifying growth opportunities, and engaging end-users. You will be responsible for onboarding new customers, assessing customer health, executing engagement workflows, contributing to Voice of Customer activities, and championing customer needs with development teams. This role requires a four-year college degree in a technical field, excellent communication and detail-oriented skills, and basic knowledge of networking principles. Experience with project management, ExtraHop platform, enterprise IT support, and Salesforce is a plus. ExtraHop offers a competitive salary, commission, and benefits including health, dental, vision, flexible PTO, bonus plan eligibility, FSA, educational reimbursement, 401k, pet insurance, parental leave, and a hybrid/remote work model.

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)
• Proficient user of Salesforce.com CRM or similar
• Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis

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

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