Associate Customer Success Manager - East Coast

ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organizations stay ahead of emerging threats with unmatched network visibility. As an Associate Customer Success Manager, you will be critical in executing programs that enable our user community and ensure successful outcomes for our customers.

Responsibilities

• Document customer use cases
• Carry a regular cadence with a percentage of your customer base, including check-in calls, operational assessments, and other business/technical reviews
• Lead and facilitate new customers’ initial onboarding and introduction to ExtraHop for accounts with high ARR and complex initial deployment
• Assess and document customer health and maturity levels to improve customer engagement strategy
• Monitor and report on EOL hardware and outdated firmware
• Champion customer needs and opportunities for product enhancement with ExtraHop development teams
• Ensure CSAT status is up to date on all non-portfolio accounts
• Generate recurring project status reports for accounting and upper management
• Work with Training and Sales teams to coordinate scheduling of short-term training engagements
• Work closely with Solutions Architects and clients to schedule appropriate resources based on project requirements and availability
• Send general updates to all users on product, use cases and services
• Evaluate product telemetry for account health risk
• Assist in identifying and creating reference customers
• Act as a bridge between customers and other ExtraHop departments (Product, Sales, Support, Marketing, Services) to ensure feedback is received
• Anticipate customer satisfaction issues and recommend interventions to mitigate a churn or downsell event

Skills

• Associate's degree or equivalent experience, ideally in Business or Information Technology
• Minimum of 1-3 years experience with customer success
• Effective communication skills, both verbal and written
• Ability to multitask in a fast-paced but supportive environment
• Excellent attention to detail
• Process driven, with strong administrative skills
• Proficient user of the Salesforce.com CRM or similar
• Basic knowledge of Information Technology networking principles and application protocols or cyber security
• Intermediate level skills with Microsoft Excel, must be familiar with formulas and basic data manipulation & analysis

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

Company Overview

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