Job Application for Customer Success Onboarding 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.

The Customer Onboarding Manager is responsible for architecting a scalable customer onboarding program and ensuring a smooth and successful transition for new customers from sale to adoption. This role leads the onboarding process in tight coordination with professional services to ensure new customers are set up for success. The ideal candidate is highly organized, customer-focused, and skilled at building relationships to drive engagement and long-term satisfaction.

Key Responsibilities

Design and develop a comprehensive, scalable onboarding strategy that reduces time-to-value for new customers
Create and maintain onboarding playbooks, documentation, and training materials
Collaborate with product, sales, and customer success teams to streamline the onboarding experience
Develop and track key onboarding metrics, including:

Time to first value
Customer satisfaction during onboarding
Onboarding completion rates

Own the digital strategies employed to orchestrate and automate onboarding activities at scale
Conduct regular analysis of onboarding data to identify bottlenecks and improvement opportunities
Develop personalized onboarding approaches for different customer segments and use cases
Manage and mentor others as onboarding specialists
Create and deliver onboarding training programs for both customers and internal teams
Implement and manage customer communication tools and workflows during the onboarding process
Develop automated onboarding workflows and integration strategies
Regularly report on onboarding performance to senior leadership
Work cooperatively with others within the organization and other cross-functional stakeholders.
Work well in fast-paced, high-stress environments.
Has predictable, reliable attendance.

Required Qualifications

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 deliver product overviews and basic training.
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 working with Channel Partners.
Proficient user of Salesforce.com CRM and Gainsight’s Customer Success Platform or similar.
Intermediate-level skills with Microsoft Excel (or Google Sheets), familiar with formulas and basic data manipulation & analysis

Preferred Qualifications

Customer Success Management and dedicated onboarding experience
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.

Skills and Competencies

Deliver engaging product overviews/demonstrations
Familiarity/experience with industry standard Customer Success processes and terminology
Effective relationship building in a remote work environment

The base salary for this position is between $95,000 - $110,000 on a 60/40 split

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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