Senior Customer Success Manager

Summary

Join ExtraHop's Customer Success team as a Sr. Customer Success Manager and play a leading role in ensuring customer success by analyzing their needs, promoting ExtraHop's value, securing contract renewals, identifying growth opportunities, and providing targeted assistance and enablement. You will lead new customer onboarding, assess customer health, execute engagement workflows, contribute to Voice of Customer activities, champion customer needs with development teams, and develop and maintain Customer Success Plans. This role requires strong communication, collaboration, and problem-solving skills, along with a deep understanding of networking principles and experience with CRM systems. The position offers a competitive salary and benefits package, including health insurance, flexible PTO, a discretionary bonus plan, and a hybrid/remote work model. ExtraHop is committed to fostering a diverse and inclusive workplace and provides opportunities for professional development.

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