Senior Customer Success Manager, ExtraHop
£90-106k
Cloud-native cyber security platform
Be an early applicant
Cloud-native cyber security platform
501-1000 employees
Be an early applicant
£90-106k
501-1000 employees
Company mission
To reveal cyber risk and build business resilience by exposing threats organizations can't see.
Role
Who you are
- 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?
- We’re looking for a seasoned Customer Success Manager who can help us grow to the next level as a company
- 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)
- 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
- 10 years in a Customer Success or similar customer facing role
- Fluency in German is a must!
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
- 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
- The ExtraHop Customer Success team focuses on successful outcomes for our customers
- As a Technical Customer Success Manager, 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
- 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
Salary benchmarks
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
Few candidates hear
back within 2 weeks
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
Articles
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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