Client Success Specialist I

2 weeks ago

Little Ferry, New Jersey, United States ExtraHop Networks Full time

About ExtraHop Networks
ExtraHop is dedicated to safeguarding and fostering trust by uncovering the cybertruth: the reality of the threats already infiltrating an organization's network, their actions, and the strategies to counter them swiftly.

Your Role
As a Customer Success Manager I, you will engage with ExtraHop end-users to provide tailored support and enablement. Your responsibilities will include:

  • Assessing the implementation of ExtraHop and offering insights to enhance the value and adoption of our platform.
  • Leading the onboarding process for new customers and introducing them to ExtraHop.
  • Acting as a key advocate for customer needs and collaborating with ExtraHop development teams to identify opportunities for product enhancements.
  • Evaluating and documenting customer health and maturity levels to refine our customer engagement strategies.
  • Establishing yourself as a trusted advisor to our clients.
  • Proactively identifying potential customer satisfaction issues and recommending solutions to prevent churn or downsell scenarios.
  • Creating and maintaining Customer Success Plans that outline customer objectives and value expectations.
  • Encouraging customers to utilize our community platform and self-service resources.
  • Building strong relationships with key stakeholders and technology leaders within customer organizations.
  • Identifying organic growth opportunities and collaborating with the Sales team to pursue them.
  • Facilitating regular customer meetings, working sessions, and Annual Business Reviews.
  • Serving as the central point for customer engagement and strategy in collaboration with other ExtraHop teams, including Sales, Marketing, Product, and Support.

Qualifications and Experience Required
To be successful in this role, you should possess:

  • An Associate's degree or equivalent experience, preferably in Business or Information Technology.
  • A minimum of 2-3 years of experience in customer success and/or project coordination.
  • Experience collaborating with Channel Partners.
  • Strong verbal and written communication skills.
  • The ability to manage multiple tasks in a dynamic environment.
  • Exceptional attention to detail.
  • A process-oriented mindset with robust administrative capabilities.
  • Proficiency in CRM systems or similar tools.
  • A foundational understanding of Information Technology networking principles and application protocols.
  • Intermediate skills in Microsoft Excel, including familiarity with formulas and basic data manipulation and analysis.

Compensation and Benefits
The salary range for this position is $63,000 - $78,000, plus benefits. Our benefits package may vary based on your employment type and location, and includes:

  • Health, dental, and vision insurance.
  • Flexible Paid Time Off and 9 Holidays (US only) + 3 Days of Paid Volunteer Time.
  • Eligibility for an annual discretionary bonus plan for non-commissioned roles.
  • Flexible Spending Accounts and Employee Assistance Programs where applicable.
  • Educational reimbursement opportunities.
  • 401k with employer matching or pension options where applicable.
  • Pet insurance (US only).
  • Parental leave (US only).
  • Hybrid and remote work options.

Commitment to Diversity
At ExtraHop, we are committed to fostering a culture of diversity and inclusion. We believe that the best products and services are created by teams that encompass a variety of backgrounds, perspectives, and experiences. We welcome all individuals to contribute to our unique environment.

We uphold equal employment opportunities and base our hiring decisions on capabilities and qualifications without discrimination based on any protected class as established by law.

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