Customer Success Manager I

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

📋 Description

• Evaluate customer requirements and advocate for the optimal application of ExtraHop within their business settings.

• Assist in securing contract renewals and identifying growth opportunities by helping customers achieve successful results with ExtraHop's products and services.

• Interact with ExtraHop end-users to offer specialized support and enablement.

• Analyze customer needs and coordinate high-impact services, including ExtraHop Professional Services and advanced training.

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

• Evaluate and document customer health and maturity levels to refine engagement strategies.

• Implement direct customer engagement workflows and automated processes.

• Participate in Voice of Customer initiatives and provide insights on product and service roadmap priorities.

• Advocate for customer needs and expectations across various ExtraHop business units.

• Promote customer needs and opportunities for product enhancements to development teams.

• Create and maintain Customer Success Plans that outline desired outcomes and value expectations.

• Encourage customers to utilize the community platform and self-service features.

• Build strong relationships with key customer stakeholders and technology leaders.

• Identify organic expansion opportunities and collaborate with Sales to pursue them.

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

• Align customer engagement and strategy with Sales, Marketing, Product, and Support teams.

⛳️ Requirements

• Proficiency in Spanish and English is essential.

• Knowledge of additional languages such as Arabic, French, German, or Portuguese is highly advantageous.

• Formal qualifications or training in Cyber Security or Networking are a plus.

• Outstanding verbal and written communication abilities.

• Capability to present to diverse audiences.

• Proven experience in building and managing relationships, both internally and externally with customers.

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

• Willingness to work flexible hours to support international customers.

• Growth mindset: Eagerness and enthusiasm to enhance technical skills and knowledge in Cyber Security and Networking.

• Excellent attention to detail.

• Takes ownership of tasks, demonstrating flexibility while working independently with guidance from Customer Success Management.

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

• Intermediate skills in general corporate applications, including Email, Spreadsheets, and Presentations.

🏝️ Benefits

• Eligibility for sales commissions.

• Stock option grants.

• Health, Dental, and Vision benefits.

• Flexible PTO.

• Sick time prorated based on the date of hire.

• All Federal Holidays (US Only).

• Three days of paid volunteer time.

• Annual discretionary bonus plan eligibility for non-commissioned roles.

• FSA and Dependent Care Accounts, plus 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.