[Hiring] Customer Success Manager @ExtraHop

Role Description

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

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment.
• Help to 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.
• Assess 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.

Qualifications

• Essential Language skills: Spanish & English. Other languages; Arabic, French, German or Portuguese would be highly desirable.
• Any formal qualifications or training attended in Cyber Security or Networking a Plus.

Requirements

• Exceptional verbal and written communication skills.
• Ability to present to a variety of audiences.
• Track record of building and managing relationships, both Internally and with Customers.
• Documenting Notes, Actions and Next steps to a high standard with strong follow up discipline.
• Ability to work Flexible hours to support International Customers.
• Growth mindset: Desire and passion to build and grow technical skills and knowledge in Cyber and Networking.
• First class attention to detail.
• Takes ownership of all tasks, working flexibly with independent initiative and direction from Customer Success Management.
• Any experience with project management, customer success or customer relationship management is a plus.
• Intermediate-level skills with general corporate applications such as Email, Spreadsheets and Presentations.

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.