Customer Success Manager - Remote

Overview

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.

In Short

• 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.

Requirements

• 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%.

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.