FreshRemote.Work

Associate Customer Success Manager

Remote

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.

 

At ExtraHop, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. 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. With us, you’ll help to deliver solutions that customers previously thought were infeasible or impossible to solve. Join us, and you’ll find that 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 Specialist, you will be critical in executing programs that touch and enable our user community. Your duties will include:

  • 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  • Monitor and report on EOL hardware and outdated firmware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
  • …
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