Manager, Customer Success

| Seattle

The Manager of Customer Success manages a team of customer success managers (CSM’s) and specialists (CSS’s) to ensure effective onboarding and nurturing of ExtraHop customers. The role requires demonstrated managerial leadership and technical proficiency. The manager effectively leads personnel, drives priorities, ensures adherence to defined process, and understands how to promote the value of the ExtraHop platform and expand customer use cases. 

 

The candidate should work effectively in cross-functional teams and be committed to advancing a culture of innovation, commitment to customer success, and fun.

 

Responsibilities:

 

  • Provide leadership and process rigor for the ExtraHop customer success team Develop, manage and grow a global, customer success organization
  • Be a focal point for communication with ExtraHop field representatives
  • Become a product expert in ExtraHop applications
  • Create strategic plans for account success and expansion
  • Manage the creation and curation of knowledge
  • Participate in customer calls for quality.
  • Assist with defining and adapting customer success process and procedures
  • Assist with defining customer engagement playbooks 
  • Participate in customer QBR’s
  • Manage process of customer product change requests and feedback
  • Mentor support team on technical and communication techniques
  • Facilitate handoff of customer issues to professional service, support, and product teams.
  • Facilitate action plans for red and yellow accounts

 

Ideal Candidate:

 

  • Excellent communicator with customers and internal teams
  • 3-5 years of customer success management experience
  • Able to be technically hands-on with ExtraHop platform
  • Experience with customer success process 
  • Experience managing multiple modes of customer communication 
  • Experience with subscription and SaaS sales 
  • Highly desirable experience with Fortune and enterprise scale customers
  • Bonus points for experience with the ExtraHop platform
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Location

In the heart of Seattle, with easy access to transportation, restaurants, and entertainment.

What are ExtraHop Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees A parking subsidy.
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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