[Hiring] Customer Success Manager @ExtraHop

ExtraHop; United States; Remote; USD 135,000 - 145,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to enhance customer relationships and drive success with their innovative network detection and response technology. In this remote role, you will leverage your expertise to help clients realize the full potential of the platform, ensuring they achieve their business objectives. You'll engage with customers regularly, analyze their needs, and facilitate their journey towards optimal security solutions. Join a forward-thinking team committed to excellence and customer satisfaction, where your contributions will make a significant impact in the cybersecurity landscape.

Benefits

Health, Dental, and Vision Benefits

Flexible PTO

Annual Discretionary Bonus Plan

Educational Reimbursement

401k with Employer Match

Pet Insurance

Parental Leave

Hybrid and Remote Work Model

Qualifications

• 3+ years in IT, 2+ years as a CSM in a technical organization.
• Intermediate networking knowledge and data interpretation experience.

Responsibilities

• Analyze customer network requirements and promote ExtraHop's value.
• Engage customers to manage success plans and remove adoption barriers.
• Travel to customer sites to strengthen relationships.

Skills

Information Technology Experience

Customer Success Management

Networking Principles

Data Interpretation

Knowledge of Security Exploits

Customer Advocacy

Job description

Mar 17, 2025 - ExtraHop is hiring a remote Customer Success Manager. Salary: $135,000-145,000. Location: USA.

At ExtraHop, we're on a mission to help organizations achieve complete visibility, real-time threat detection, and proactive security through cutting-edge network detection and response (NDR) technology. Our NDR product is a market leader, providing our customers with the ability to detect, investigate, and respond to threats faster than ever before.

We’re proud of the work we do and the recognition we’ve received, including our recent Gartner Peer Insights award, which reflects the trust and satisfaction our customers have in our solutions.

If you're passionate about innovation, dedicated to protecting digital infrastructures, and ready to make a real impact, we invite you to join our team and help us shape the future of cybersecurity.

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? 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, 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.

Duties and Responsibilities

The ExtraHop Customer Success team focuses on successful outcomes for our customers. As a Customer Success Manager, you will play a leading role in accomplishing the following goals:

• Analyze customer network requirements and promote the highest value application of ExtraHop in our customer's environment.
• Proactively identify new use cases to utilize ExtraHop platform metrics and data.
• Assist with minor to moderately complex configuration and customization to maximize product value.
• Facilitate customer engagement with technical support and engineering teams when difficult support cases arise.
• Frequently engage customers to actively manage success plan objectives and remove barriers to adoption.
• Proactively engage with sales teams and senior, strategic customer contacts to scope plans for expansion.
• Travel to customer sites to strengthen relationships.

Required Qualifications and Experience

We’re looking for a Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background:

• Minimum of three years experience in information technology.
• Minimum of two years as a CSM in a relevant technical organization (NPM or NDR).
• Intermediate knowledge of networking principles (the OSI model) and application protocols (e.g. HTTP, TNS TDS, CIFS, NFS, and DNS); JavaScript basics a plus.
• Data interpretation experience using an NDR platform.
• Knowledge of security exploits and threats.
• Data customization and configuration experience of the ExtraHop platform a plus.
• Demonstrated ability to work with customers in a high touch capacity, conducting weekly customer calls and meetings, and advocating for their needs.
• Willingness to travel up to 25%.

The budgeted base for this position is between $135,000-145,000.

ABOUT EXTRAHOP

ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been recognized as a “Customer’s Choice” by Gartner Peer Insights Voice of the Customer, and as a Leader in the Forrester Wave: Network Analysis and Visibility, Q2 2023. ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide. Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity.

Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits:

• Health, Dental, and Vision Benefits.
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and 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.

We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.

We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, color, religion, sex, gender identification and expression, marital status, military status, pregnancy (including but not limited to potential pregnancy and pregnancy-related conditions), sexual orientation, age, national origin, ancestry, citizenship or immigration status, disability, genetic information, or any other protected class as established by law.

Our people are our most important competitive advantage, leading the charge against cyber criminals and insider threats.

Ready to join us?

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