Job Application for Senior Customer Success Manager at ExtraHop

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At ExtraHop, we're on a mission to help organizations achieve complete visibility, real-time threat detection, and proactive security through cutting-edge network detection and response (NDR) technology. Our NDR product is a market leader, providing our customers with the ability to detect, investigate, and respond to threats faster than ever before.

We’re proud of the work we do and the recognition we’ve received, including our recent Gartner Peer Insights award, which reflects the trust and satisfaction our customers have in our solutions.

If you're passionate about innovation, dedicated to protecting digital infrastructures, and ready to make a real impact, we invite you to join our team and help us shape the future of cybersecurity.

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.

Duties and Responsibilities

The ExtraHop Customer Success team focuses on successful outcomes for our customers. As a Technical Customer Success Manager, 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 and Experience

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.
Effective communication skills, both verbal and written.
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 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 Salesforce.com CRM or similar.
Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.
10 years in a Customer Success or similar customer facing role

The salary for this position is between GBP 90,000-106,000 base salary

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.

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

*Candidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.

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 cyber criminals and insider threats.

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

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