Customer Success Manager II - Northeast

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.

Key Responsibilities

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment.
• Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services.
• 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.
• Champion customer needs and opportunities for product enhancement with ExtraHop development teams.
• 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 the Sales team to pursue.
• Host and conduct recurring customer meetings, working sessions, and 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

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

Skills and Competencies

• Work cooperatively with others within the organization and other cross-functional stakeholders.
• Work well in fast-paced, high-stress environments.
• Has predictable, reliable attendance.
• Effective communication skills, both verbal and written.
• 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).
• Experience with project management is a plus.
• Data interpretation experience using the ExtraHop platform is a plus.
• Experience in Enterprise IT application or networking support is a plus.
• Experience working with Channel Partners.
• Proficient user of Salesforce.com CRM or similar.
• Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.

The salary for this role is between $90,000 - $100,000 per year. Commission is 10% of On-Target-Earnings