Associate Customer Success Manager, ExtraHop

East Coast

$65k

90/10 split. + Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan

Excel

Salesforce

Junior and Mid level

Remote from US

Cyber security platform

Be an early applicant

Cyber security platform

501-1000 employees

B2BArtificial IntelligenceEnterpriseMachine LearningCyber SecurityCloud Computing

Be an early applicant

$65k

90/10 split. + Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan

Excel

Salesforce

Junior and Mid level

Remote from US

501-1000 employees

B2BArtificial IntelligenceEnterpriseMachine LearningCyber SecurityCloud Computing

Company mission

To reveal cyber risk and build business resilience by exposing threats organizations can't see.

Job

Company

Role

Who you are

We’re looking for staff who can help us grow to the next level as a company
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

What the job involves

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
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
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

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 provides 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

Glassdoor (2.8)

Company

Funding (last 2 of 5 rounds)

Jan 2024

$100m

GROWTH EQUITY VC

May 2014

$41m

SERIES C

Total funding: $161.6m

Company benefits

Be well: Comprehensive benefits package including medical, dental, and vision coverage.
Get smarter: Tuition reimbursement to support continuing education
Give back: 3 community service days each year
Invest in yourself: Competitive 401K program and stock options
Cheers!: Seattle office features craft beer on tap, espresso bar, and a kitchen stocked with snacks
Play hard: Flexible paid time off policy

Company HQ

Pike Pine Retail Core, Seattle, WA

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