Associate Customer Success Manager

Posted Oct 6

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.

At ExtraHop, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. 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. With us, you’ll help to deliver solutions that customers previously thought were infeasible or impossible to solve. Join us, and you’ll find that 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 Specialist, you will be critical in executing programs that touch and enable our user community. Your duties will include:

  • Document customer use cases
  • Carry a regular cadence with a percentage of your customer base, including check-in calls, operational assessments, and other business/technical reviews
  • Lead and facilitate new customers’ initial onboarding and introduction to ExtraHop for accounts with high ARR and complex initial deployment 
  • Assess and document customer health and maturity levels to improve customer engagement strategy
  • Monitor and report on EOL hardware and outdated firmware
  • Champion customer needs and opportunities for product enhancement with ExtraHop development teams
  • Ensure CSAT status is up to date on all non-portfolio accounts
  • Generate recurring project status reports for accounting and upper management.
  • Work with Training and Sales teams to coordinate scheduling of short-term training engagements.
  • Work closely with Solutions Architects and clients to schedule appropriate resources based on project requirements and availability.
  • Send general updates to all users on product, use cases and services
  • Evaluate product telemetry for account health risk
  • Assist in identifying and creating reference customers
  • Act as a bridge between customers and other ExtraHop departments (Product, Sales, Support, Marketing, Services) to ensure feedback is received.
  • Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or downsell event

Required Qualifications And Experience

We’re looking for staff who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following:

  • Associate’s degree or equivalent experience, ideally in Business or Information Technology
  • Minimum of 1-3 years experience with customer success
  • Effective communication skills, both verbal and written
  • Ability to multitask in a fast-paced but supportive environment
  • Excellent attention to detail
  • Process driven, with strong administrative skills
  • Proficient user of the Salesforce.com CRM or similar
  • Basic knowledge of Information Technology networking principles and application protocols or cyber security
  • Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis.

$66,000- $78,000 + Commission 10% of On-Target-Earnings + benefits+ options

Applicants must be authorized to work for ANY employer in the U.S.  

#LI-CS1

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