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Customer Success Manager - Remote

Posted 3 days ago
Customer Service
Full Time
Worldwide
$135,000 - $145,000/year

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.
ExtraHop logo

ExtraHop

ExtraHop is a forward-thinking technology company that specializes in delivering innovative solutions for network performance management and security. With a focus on driving product initiatives, ExtraHop emphasizes the importance of collaboration between engineering and product management to align on vision and priorities. The company fosters a supportive and creative work environment, encouraging a healthy work-life balance while promoting individual growth and development within its engineering teams.

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