Customer Success Engineer | Australia

extrahopnetworks; United States; Hybrid; USD 57,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision care

Flexible PTO

Discretionary bonus

Education reimbursement

401(k) plan

Hybrid/Remote work

Job summary

ExtraHop Networks is seeking a technically proficient Customer Success professional to support Australian customers using the NDR platform across hybrid and cloud environments. The role drives adoption, retention and expansion by combining deep technical engagement with strategic relationship management, serving as the central coordinator between customers and internal teams.

The role involves onboarding new customers, coordinating flexible enablement sessions both remotely and in-person, and

Qualifications

• Four-year college degree preferred in a technical field such as information systems or information technology.
• Strong verbal and written communication skills with the ability to multitask in a fast-paced environment.
• Proficiency in networking principles across OSI layers 2-4 and protocols such as HTTP, DNS, and database protocols.
• Experience with enterprise networking fundamentals including TCP/IP, routing, switching, network packet brokers, and firewalls.
• Hands-on familiarity with security operations, including SOC workflows, incident response, SIEM/SOAR integrations, EDR/XDR, and threat intelligence.

Responsibilities

• Analyze customer environments and recommend the highest-value use of the platform to address business challenges
• Drive renewals, identify upsell opportunities, and assist with professional services and advanced training coordination
• Lead new-customer onboarding and ongoing enablement through both remote and in-person engagement
• Develop and maintain Customer Success Plans documenting desired outcomes and value expectations
• Partner with account teams to align customer strategy with technical execution and continuous product adoption
• Champion customer feedback into product roadmaps and Voice of Customer initiatives
• Host recurring customer meetings, working sessions, and business reviews

Skills

Bachelor's degree

Communication skills

Networking fundamentals

Security operations

SIEM/SOAR integrations

EDR/XDR

Threat intelligence

Education

Bachelor's degree in information systems or IT

Tools

API integrations

Job description

Role overview

A technical customer success role based in Australia, supporting organizations using a network detection and response (NDR) platform across hybrid and cloud environments. The position focuses on driving adoption, retention, and expansion by combining deep technical engagement with strategic customer relationship management. It serves as the central point of coordination between customers and cross-functional internal teams.

Responsibilities

• Analyze customer environments and recommend the highest-value use of the platform to address business challenges
• Drive renewals, identify upsell opportunities, and assist with professional services and advanced training coordination
• Lead new-customer onboarding and ongoing enablement through both remote and in-person engagement
• Develop and maintain Customer Success Plans documenting desired outcomes and value expectations
• Partner with account teams to align customer strategy with technical execution and continuous product adoption
• Champion customer feedback into product roadmaps and Voice of Customer initiatives
• Host recurring customer meetings, working sessions, and business reviews

Requirements

• Four-year college degree, preferably in a technical field such as information systems or information technology
• Strong verbal and written communication skills with the ability to multitask in a fast-paced environment
• Proficiency in networking principles across OSI layers 2-4 and application protocols such as HTTP, DNS, and database protocols
• Experience with enterprise networking fundamentals including TCP/IP, routing, switching, network packet brokers, and firewalls
• Hands-on familiarity with security operations, including SOC workflows, incident response, SIEM/SOAR integrations, EDR/XDR, and threat intelligence

Nice to have

• Experience with API integrations for security stack interoperability
• Background spanning cross-functional collaboration with sales, product, and engineering teams

Benefits and work setup

• Health, dental, and vision coverage
• Flexible paid time off, sick leave prorated by date of hire, federal holidays, and paid volunteer time
• Annual discretionary bonus plan eligibility for non-commissioned roles
• FSA and dependent care accounts plus EAP where applicable
• Educational reimbursement, 401(k) or pension where applicable
• Hybrid and remote work model