Associate Customer Success Manager - West Coast

ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organziations stay ahead of emerging threats with unmatched network visibility, context, and control.

Today’s attackers bypass traditional security defenses through identity-based entry, move invisibly across cloud, on-premise, and data center networks using encryption and trusted applications, and exploit and exit whenever they want. But all of that movement is visible on the network... if you can see it.

By combining the power of NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics in a single, integrated platform, ExtraHop can decrypt and unlock complete packet-level data at wire speed, analyze and correlate it across all your networks, applications, devices, and users with cloud-scale machine learning, and provide a single interface to the SOC to detect, investigate, and remediate modern cyber risks in real time.

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• Monitor and report on EOL hardware and outdated firmware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.

The base salary for this role is $65,00 on a 90/10 split

ABOUT EXTRAHOP:

ExtraHop empowers enterprises to stay ahead of evolving threats with the most comprehensive approach to network detection and response (NDR). Since 2007, the company has helped organizations across the globe extract real-time insights from their hybrid networks with the most in-depth network telemetry.

ExtraHop NDR uniquely integrates network threat detection, network performance management (NPM), intrusion detection (IDS), and packet forensics into a single console with 100GB+ sensors, real-time decryption, and cloud-scale machine learning - delivering complete network visibility, unmatched context for data-driven security decisions, and improved SOC productivity.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We are the only NDR vendor recognized as a leader by all major analyst firms including the 2024 Gartner® Magic Quadrant for Network Detection and Response™, the 2023 Forrester® Wave for Network Analysis and Visibility, the 2024 IDC® Marketscape for NDR, and the 2024 Gigamon® Radar Report for Network Detection and Response.

OTHER BENEFITS:

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

Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!

To learn more, visit www.extrahop.com or follow us on LinkedIn.

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