Customer Success Manager III

Job description

ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organziations stay ahead of emerging threats with unmatched network visibility, context, and control.

Today's attackers bypass traditional security defenses through identity-based entry, move invisibly across cloud, on-premise, and data center networks using encryption and trusted applications, and exploit and exit whenever they want.

But all of that movement is visible on the network...

if you can see it.

By combining the power of NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics in a single, integrated platform, ExtraHop can decrypt and unlock complete packet-level data at wire speed, analyze and correlate it across all your networks, applications, devices, and users with cloud-scale machine learning, and provide a single interface to the SOC to detect, investigate, and remediate modern cyber risks in real time.

Do you want to work with a platform and technology where you can help customers solve critical business problems?

Do you enjoy and excel at building lasting customer relationships?

As a member of our Customer Success team, you'll have the opportunity to unleash your expertise to wow customers and make a difference in an exciting, growing company.

At ExtraHop, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies.

With us, you'll deliver solutions that customers previously thought infeasible or impossible to solve.

Join us and you'll find we have a supportive home team, great customers, and a product that customers love.

Key Responsibilities

The ExtraHop Customer Success team focuses on successful outcomes for our customers.

As a Customer Success Manager III, you will play a leading role in accomplishing the following goals:

• 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.
  
  

Required Qualifications

We're looking for a seasoned Customer Success Manager who can help us grow to the next level as a company.

As a starting point for this position, you'll need the following background:

• Four-year college degree, preferably in a technical field such as management information systems or information technology.
  
  

Skills and Competencies

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

ABOUT EXTRAHOP:

ExtraHop empowers enterprises to stay ahead of evolving threats with the most comprehensive approach to network detection and response (NDR).

Since 2007, the company has helped organizations across the globe extract real-time insights from their hybrid networks with the most in-depth network telemetry.

ExtraHop NDR uniquely integrates network threat detection, network performance management (NPM), intrusion detection (IDS), and packet forensics into a single console with 100GB+ sensors, real-time decryption, and cloud-scale machine learning - delivering complete network visibility, unmatched context for data-driven security decisions, and improved SOC productivity.

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

We are the only NDR vendor recognized as a leader by all major analyst firms including the 2024 Gartner Magic Quadrant for Network Detection and Response, the 2023 Forrester Wave for Network Analysis and Visibility, the 2024 IDC Marketscape for NDR, and the 2024 Gigamon Radar Report for Network Detection and Response.

OTHER BENEFITS:

Employees' wellbeing is top of mind for the ExtraHop team.

Employees and their families will have the option to participate in the following 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

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

Join the fight today

To learn more, visit or follow us on LinkedIn.

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