Associate Customer Success Manager

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• Monitor and report on EOL hardware and outdated firmware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