Senior Manager - Customer Success

Do you want to work with a platform and technology where you can help customers solve critical business problems? Do you enjoy and excel at building lasting customer relationships? 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. At ExtraHop, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. With us, you’ll deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find 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 Manager, Customer Success, you will play a leading role in accomplishing the following goals:

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment

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

• Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training

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

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

• Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community

• Assist and contribute to ExtraHop’s Voice of Customer activities and provide influential input on product and service roadmap priorities

• Work with a diverse cross-section of ExtraHop’s business units and represent customer needs and expectations

Required Qualifications and Experience

• Four-year college degree, preferably in a technical field such as management information systems or information technology

• Effective communication skills, both verbal and written

• Ability to multitask in a fast-paced environment

• Excellent attention to detail

• Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately

• Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS) not required but preferred

• Experience with project management a plus

• Data interpretation experience using the ExtraHop platform a plus

• Experience in Enterprise IT application or networking support a plus