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
• 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
• Measure and address risk to ensure customer enablement, adoption and satisfaction is at a sufficient level to provide optimal opportunity to renew their ExtraHop services subscription. 

Required Qualifications and Experience

We’re looking for a Sr. 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, or equivalent experience
• 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
• STRONG knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS) not required but preferred
• Experience with project management a plus
• Data interpretation experience using the ExtraHop platform a plus
• Experience in Enterprise IT application or networking support a plus

$139,000- $163,600 Commission 10% of On-Target-Earnings benefits options

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

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