Customer Success Manager I

This is a fully remote position, open to applicants in Poland.

📋 Description

• Analyze customer requirements and advocate for the optimal application of ExtraHop within clients' business settings.

• Assist in securing contract renewals and uncover growth opportunities by helping customers achieve successful outcomes.

• Engage with end-users to provide focused assistance and enablement.

• Evaluate customer needs and coordinate high-value services, including Professional Services and advanced training.

• Lead and manage the onboarding process for new customers, introducing them to ExtraHop.

• Assess and document the health and maturity levels of customers.

• Implement direct customer engagement workflows and automated processes.

• Contribute to Voice of Customer initiatives and prioritize product/service roadmap activities.

• Represent customer needs and expectations across various business units.

• Advocate for customer needs and product enhancement opportunities with development teams.

• Create and uphold Customer Success Plans.

• Encourage the use of the community platform and self-service resources.

• Build strong relationships with key stakeholders and technology leaders.

• Identify expansion opportunities and collaborate with Sales.

• Facilitate regular customer meetings, working sessions, and Business Reviews.

• Coordinate customer engagement strategies with Sales, Marketing, Product, and Support.

⛳️ Requirements

• Required language skills: German & English.

• Any formal qualifications or training in Cyber Security or Networking is a plus.

• Outstanding verbal and written communication abilities.

• Proficient in presenting to diverse audiences.

• Proven track record of building and managing relationships both internally and with customers.

• Ability to document notes, actions, and next steps to a high standard with strong follow-up discipline.

• Flexibility to work varied hours to support international customers.

• A strong desire and passion for developing technical skills and knowledge in Cyber and Networking.

• Exceptional attention to detail.

• Takes ownership of all tasks, working independently while also seeking guidance from Customer Success Management.

• Experience in project management, customer success, or customer relationship management is advantageous.

• Intermediate-level proficiency with general corporate applications such as Email, Spreadsheets, and Presentations.

🏝️ Benefits

• Health, Dental, and Vision benefits.

• Flexible PTO.

• Sick time prorated based on the date of hire.

• All federal holidays (US only).

• 3 days of paid volunteer time.

• Non-commissioned positions may be eligible for 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.

• Sales commissions.

• Stock option grants.