Customer Success Manager I

• Engage ExtraHop end-users to provide targeted assistance and enablement

• Evaluate the operationalization of the ExtraHop install and deliver recommendations to increase value and adoption of the platform

• Play a leading role in assessing customer needs and coordinating high-value services such as ExtraHop Professional Services and advanced training

• Lead and facilitate new customer’s initial onboarding and introduction to ExtraHop

• Champion customer needs and opportunities for product enhancement with ExtraHop development teams

• Assess and document customer health and maturity levels to improve customer engagement strategy

• Play a leading role in establishing 'trusted advisor' status with our customers

• Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or down sell event

• Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations

• Promote customers use of our community platform and self-service capabilities

• Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders

• Recognize organic opportunities for expansion/growth and engage Sales team to pursue

• Host and conduct recurring customer meetings, working sessions and Annual Business Reviews with customers

• Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales, Marketing, Product and Support

Required Qualifications And Experience

• Associate’s degree or equivalent experience, ideally in Business or Information Technology

• Minimum of 2-3 years experience with customer success and/or project coordination

• Experience working with Channel Partners

• 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

• Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis.

$63,000- $78,000 + benefits

Applicants must be authorized to work for ANY employer in the U.S.  We are unable to sponsor or assume sponsorship of an employment Visa at this time.