Customer Success Manager III

🔥 12 hours ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ExtraHop

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🔒 Cybersecurity

🔐 Security

🏢 Enterprise

💰 $41M Series C on 2014-05

Cybersecurity • Security • Enterprise

ExtraHop is a company that specializes in providing security and network management solutions, leveraging real-time analytics to help organizations detect and respond to cyber threats. By utilizing machine learning and other advanced technologies, ExtraHop offers deep visibility into IT infrastructure, ensuring optimal performance and robust security. Their platform aids enterprises in monitoring traffic patterns and identifying unusual activities to protect against data breaches and other cyber risks.

📋 Description

• Analyze customer requirements and promote the highest value application of ExtraHop in customers’ business environments. • Secure contract renewals and identify growth opportunities by helping customers achieve successful outcomes with ExtraHop products and services. • Engage end-users to provide targeted assistance and enablement. • Assess customer needs and coordinate high-value services such as Professional Services and advanced training. • Lead and facilitate new-customer onboarding and introduction to ExtraHop. • Assess and document customer health and maturity levels to improve engagement strategy. • Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage users. • Contribute to Voice of Customer activities and provide input on product and service roadmap priorities. • Work with diverse business units and represent customer needs and expectations. • Champion customer needs and product-enhancement opportunities with development teams. • Develop and maintain Customer Success Plans documenting desired outcomes and value expectations. • Promote customers’ use of the community platform and self-service capabilities. • Develop and maintain deep customer relationships with key stakeholders and technology leaders. • Recognize expansion and growth opportunities and engage Sales to pursue them. • Host recurring customer meetings, working sessions, and Business Reviews. • Coordinate customer engagement and strategy with Sales, Marketing, Product, and Support teams.

🎯 Requirements

• Four-year college degree, preferably in a technical field such as management information systems or information technology. • Work cooperatively with others within the organization and other cross-functional stakeholders. • 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 Channel Partners. • Proficient user of Salesforce.com CRM or similar. • Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis. • 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.

🏖️ Benefits

• Health, Dental, and Vision Benefits • Flexible PTO • Sick Time Prorated Based on Date of Hire • All Federal Holidays (US Only) • 3 Days of Paid Volunteer Time • Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan • FSA and Dependent Care Accounts + EAP, where applicable • Educational Reimbursement • 401k with Employer Match or Pension where applicable • Pet Insurance (US Only) • Parental Leave (US Only) • Hybrid and Remote Work Model