Senior Manager of Customer Success, ExtraHop
Cloud-native cyber security platform
Job no longer available
Cloud-native cyber security platform
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To reveal cyber risk and build business resilience by exposing threats organizations can't see.
Role
Who you are
- 10+ years of experience in Customer Success, including 5+ years leading teams—preferably in a B2B SaaS, cybersecurity, or networking environment
- Proven success in driving customer retention, expansion, and product adoption in a leadership capacity
- Strong understanding of customer lifecycle management, stakeholder engagement, and customer health frameworks
- Track record of building trusted cross-functional relationships and influencing without authority
- Passion for developing people, leading by example, and building high-performing, mission-driven teams
- Analytical mindset with experience using CS platforms, CRM systems, and digital CS tools
- Excellent communication and executive presence
- Work cooperatively with others within the organization and other cross-functional stakeholders
- Work well in fast-paced, high-stress environments
- Has predictable, reliable attendance
What the job involves
- As we expand our global reach, we’re looking for a Customer Success leader to drive outcomes and growth across our EMEA & APAC customer base
- As the Sr Manager of Customer Success for EMEA & APAC, you will lead a regional team of CSMs supporting a diverse portfolio of customers—from strategic enterprises to growing mid-market accounts
- Your mission is to ensure customers across the region achieve meaningful outcomes with ExtraHop, adopt our platform fully, and become loyal advocates who renew and expand their partnership with us
- You’ll collaborate cross-functionally with Sales, Solution Engineering, Renewals, Marketing, and Product teams to ensure a seamless customer experience
- You will also be responsible for hiring, mentoring, and scaling a strong regional CS team, developing consistent, data-driven processes, and using technology—including AI—to drive scale and impact
- Define and execute the International Customer Success strategy, aligned to global goals but tailored to regional needs in EMEA & APAC
- Lead and manage a growing regional team of CSMs across multiple customer segments and touch models (high-touch to digital-touch)
- Partner closely with Sales, Renewals, SEs, and Channel teams to align on customer value, expansion, and retention opportunities
- Engage directly with key customers and executive stakeholders, building trusted advisor relationships
- Build and refine standard processes and playbooks to drive consistency, efficiency, and scale in customer success practices
- Leverage customer data, product telemetry, and AI-based tools to proactively manage customer health and outreach
- Monitor and improve regional metrics such as net dollar retention, churn, adoption, and CSAT/NPS
- Recruit, develop, and retain top CSM talent in the region; foster a culture of excellence, growth, and accountability
Our take
When trying to become more cybersecure, many businesses find themselves operating blindly, as they lack the necessary insights to understand potential attack points within their networks. This information gap has led to an alarming vulnerability, leaving organizations exposed to threats that remain unseen.
ExtraHop has emerged to provide organizations with the network visibility and threat detection capabilities they need. Through its cyber defense platform, the company enables businesses to detect and respond to advanced cyber threats before they can compromise their operations. Importantly, its use of cloud-scale AI and ML means this is done in real time.
With a portfolio of over 70 AI and ML patents, ExtraHop has built a reputation as an innovator in the space. It has been able to accelerate growth since its acquisition by Bain Capital and Crosspoint Capital in 2021, and fresh funding will ensure it is able to continue expanding capabilities and reinforcing its already strong position.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2024
$100m
GROWTH EQUITY VC
May 2014
$41m
SERIES C
Total funding: $161.6m
Company benefits
- 100% insurance cost covered for employee (80% for family)
- Flexible PTO Policy
- Well-stocked kitchen, including fruit, juice, coffee and espresso machines, and six kegerator
- Employees have the opportunity to invest in a 401(k) and company stock options
- Tuition reimbursement program for continuing education
- Each employee is granted three days a year to spend in service to the community
Company HQ
Pike Pine Retail Core, Seattle, WA
Leadership
Jesse Rothstein
(Board of Directors)Has previously been both CEO and CTO of the company. Was a Senior Architect at F5 Networks and Senior Software Developer at Motive Communications.
Raja Mukerji
(Chief Scientist)Has previously been both President and Chief Customer Officer of the company. Was a Senior Architect at F5 Networks and Senior Engineer for Strong Capital Management.
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