Customer Success Manager I

ExtraHop is on a mission to protect and propagate trust by revealing the cybertruth : the truth about the attackers already inside an organization’s network, the truth about what they’re doing, and how to stop them at top speed.

We partner with every customer, every day, to reveal it. Are you ready to join us?

Before applying for this role, please read the following information about this opportunity found below.

Responsibilities

• Engage ExtraHop end-users to provide targeted assistance and enablement
• Evaluate the operationalization of the ExtraHop install and deliver recommendations to increase value and adoption of the platform
• Play a leading role in assessing customer needs and coordinating high-value services such as ExtraHop Professional Services and advanced training
• Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop
• Champion customer needs and opportunities for product enhancement with ExtraHop development teams
• Assess and document customer health and maturity levels to improve customer engagement strategy
• Play a leading role in establishing 'trusted advisor' status with our customers
• Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or down sell event
• 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 Sales team to pursue
• Host and conduct recurring customer meetings, working sessions and Annual Business Reviews with customers
• Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales, Marketing, Product and Support

Required Qualifications And Experience

• Associate’s degree or equivalent experience, ideally in Business or Information Technology
• Minimum of 2-3 years experience with customer success and / or project coordination
• Experience working with Channel Partners
• Effective communication skills, both verbal and written
• Ability to multitask in a fast-paced but supportive environment
• Excellent attention to detail
• Process driven, with strong administrative skills
• Proficient user of the Salesforce.com CRM or similar
• Basic knowledge of Information Technology networking principles and application protocols
• Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis.

Salary : $63,000- $78,000 + benefits

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

About ExtraHop

ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it.

Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network.

When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team.

We’ve been recognized as a Customer’s Choice by Gartner Peer Insights Voice of the Customer, and as a Leader in the Forrester Wave : Network Analysis and Visibility, Q2 2023.

ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide.

Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity.

Benefits

• Health, dental, and vision benefits
• Honor System PTO and 9 Holidays (US only) + 3 Days of Paid Volunteer Time
• Non-Commissioned positions are eligible to participate in 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

We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment.

At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences.

We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.

We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team.

Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, color, religion, sex, gender identification and expression, marital status, military status, pregnancy (including but not limited to potential pregnancy and pregnancy-related conditions), sexual orientation, age, national origin, ancestry, citizenship or immigration status, disability, genetic information, or any other protected class as established by law.

Our people are our most important competitive advantage, leading the charge against cyber criminals and insider threats.

Ready to join us? #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec

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