Customer Success Onboarding Manager

Summary

Join ExtraHop's team as a Customer Onboarding Manager and architect a scalable onboarding program ensuring smooth transitions for new customers. You will lead the onboarding process, collaborating with various teams to streamline the experience and drive customer success. This role requires designing onboarding strategies, creating training materials, tracking key metrics, and developing personalized approaches for different customer segments. You will also manage and mentor onboarding specialists, implement communication tools, and develop automated workflows. Regular reporting on onboarding performance to senior leadership is also expected. The ideal candidate is highly organized, customer-focused, and skilled at building relationships.

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 deliver product overviews and basic training
• 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
• 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 working with Channel Partners
• Proficient user of Salesforce.com CRM and Gainsight’s Customer Success Platform or similar
• Intermediate-level skills with Microsoft Excel (or Google Sheets), familiar with formulas and basic data manipulation & analysis

Responsibilities

• Design and develop a comprehensive, scalable onboarding strategy that reduces time-to-value for new customers
• Create and maintain onboarding playbooks, documentation, and training materials
• Collaborate with product, sales, and customer success teams to streamline the onboarding experience
• Develop and track key onboarding metrics, including: Time to first value, Customer satisfaction during onboarding, Onboarding completion rates
• Own the digital strategies employed to orchestrate and automate onboarding activities at scale
• Conduct regular analysis of onboarding data to identify bottlenecks and improvement opportunities
• Develop personalized onboarding approaches for different customer segments and use cases
• Manage and mentor others as onboarding specialists
• Create and deliver onboarding training programs for both customers and internal teams
• Implement and manage customer communication tools and workflows during the onboarding process
• Develop automated onboarding workflows and integration strategies
• Regularly report on onboarding performance to senior leadership
• Work cooperatively with others within the organization and other cross-functional stakeholders
• Work well in fast-paced, high-stress environments
• Has predictable, reliable attendance

Preferred Qualifications

• Customer Success Management and dedicated onboarding experience
• 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

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