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

Analyze customer network requirements and promote the highest value application of ExtraHop in our customer's environment Proactively identify new use cases to utilize Extrahop platform metrics and data Assist with minor to moderately complex configuration and customization assistant to maximize product value. Facilitate customer engagement with technical support and engineering teams when difficult support cases arise Frequently engage customer to actively manage to success plan objectives and remove barriers to adoption Proactively engage with sales teams and senior, strategic customer contacts to scope plans for expansion  Travel to customer sites to strengthen relationships 

Required Qualifications and Experience

We’re looking for a 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:

Minimum of three year’s experience in information technology Minimum of two years as a CSM in a relevant technical organization (NPM or NDR) Intermediate knowledge of networking principles (the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS) JAVAScript basics a plus Data interpretation experience using an NDR platform Knowledge of security exploits and threats  Data customization and configuration experience of the ExtraHop platform a plus Demonstrated ability to work with customers in a high touch capacity, conducted weekly customer calls and meetings and demonstrated ability to advocate for their needs Willingness to travel up to 25%.  

 

 

The budgeted base for this position is between $135,000-145,000