Full-Time Customer Success Manager

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.

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:

1. Analyze customer network requirements and promote the highest value application of ExtraHop in our customer's environment.
2. Proactively identify new use cases to utilize Extrahop platform metrics and data.
3. Assist with minor to moderately complex configuration and customization assistance to maximize product value.
4. Facilitate customer engagement with technical support and engineering teams when difficult support cases arise.
5. Frequently engage customers to actively manage to success plan objectives and remove barriers to adoption.
6. Proactively engage with sales teams and senior, strategic customer contacts to scope plans for expansion.
7. 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.
• Basic Javascript skills.
• Data interpretation experience using an NDR platform.
• Knowledge of security exploits and threats.
• Data customization and configuration experience of the ExtraHop platform.
• 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%.

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