Senior Customer Success Manager - Northeast
Skills
- Strong cooperative and cross-functional collaboration skills.
- Ability to work well under high-pressure environments.
- Effective verbal and written communication skills.
- Attention to detail and reliability in attendance.
- Basic networking knowledge spanning OSI layers 2 to 4 and common protocols.
- Familiarity with project management practices.
- Data interpretation experience, preferably with ExtraHop platform.
- Experience in Enterprise IT application or networking support.
- Experience working with Channel Partners.
- Proficiency with Salesforce.com CRM or equivalents.
- Intermediate Microsoft Excel skills including formulas and data analysis.
Responsibilities
- Analyze customer requirements to promote high-value application of ExtraHop products.
- Secure contract renewals and identify growth opportunities with customers.
- Engage end-users to provide targeted assistance and enablement.
- Coordinate professional services and advanced training to meet customer needs.
- Lead new customer onboarding and introductions to ExtraHop.
- Assess and document customer health and maturity to improve engagement strategies.
- Execute customer engagement workflows and evangelize platform benefits.
- Contribute to Voice of Customer activities influencing product roadmap.
- Collaborate across ExtraHop teams representing customer needs and expectations.
- Champion customer feedback for product enhancements with development teams.
- Develop and maintain customer success plans reflecting desired outcomes.
- Promote use of community platforms and self-service capabilities among customers.
- Build deep relationships with key stakeholders and technology leaders within customer organizations.
- Identify opportunities for expansion and collaborate with Sales team.
- Host recurring meetings, working sessions, and business reviews with customers.
- Coordinate customer engagement strategies with Sales, Marketing, Product, and Support.
Education
- Bachelor’s degree, preferably in Management Information Systems, Information Technology, or related technical field.
Benefits
- Health, Dental, and Vision insurance.
- Flexible PTO, sick time, and federal holidays with paid volunteer days.
- Eligibility for annual discretionary bonus plan for non-commissioned roles.
- FSA and Dependent Care Accounts plus Employee Assistance Program.
- Educational reimbursement support.
- 401k matching or pension options.
- Pet insurance availability (US only).
- Parental leave (US only).
- Supportive hybrid and remote work environment.
Average salary estimate
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Founded in 2007, ExtraHop Networks is a software company with a specialized cloud-native network detection and response platform. ExtraHop helps organizations understand and secure their environments by analyzing all network interactions in real-t...
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