Customer Success Manager III

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

📋 Description

• Evaluate customer needs and advocate for the optimal application of ExtraHop within their business contexts.

• Ensure contract renewals and uncover growth possibilities by aiding customers in achieving favorable outcomes with ExtraHop offerings.

• Interact with end-users to deliver focused support and empowerment.

• Analyze customer requirements and organize high-impact services, including Professional Services and advanced training.

• Oversee and facilitate onboarding processes for new customers, introducing them to ExtraHop.

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

• Implement direct customer engagement workflows and automated initiatives to promote ExtraHop and involve users.

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

• Collaborate with various business units to advocate for customer needs and expectations.

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

• Create and sustain Customer Success Plans that outline expected outcomes and value propositions.

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

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

• Identify opportunities for expansion and growth, collaborating with Sales to pursue them.

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

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

⛳️ Requirements

• Bachelor's degree, preferably in a technical discipline such as management information systems or information technology.

• Ability to collaborate effectively with team members and cross-functional stakeholders.

• Strong verbal and written communication skills.

• Capacity to manage multiple tasks in a dynamic environment.

• Exceptional attention to detail.

• Proven ability to work flexibly, demonstrating both independent initiative and sound judgment, while consistently executing established Customer Success programs accurately.

• Fundamental understanding of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g., HTTP, TNS TDS, CIFS, NFS, and DNS).

• Experience with Channel Partners.

• Proficient in Salesforce.com CRM or similar platforms.

• Intermediate skills in Microsoft Excel, with familiarity in formulas and basic data manipulation and analysis.

• Project management experience is advantageous.

• Experience in data interpretation using the ExtraHop platform is a plus.

• Background in Enterprise IT application or networking support is beneficial.

🏝️ Benefits

• Health, Dental, and Vision Benefits

• Flexible PTO

• Sick Time Prorated Based on Date of Hire

• 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