Customer Success Engineer, Australia

The ExtraHop Customer Success team focuses on successful outcomes for our customers. As a Technical Customer Success Manager, you will play a leading role in accomplishing the following goals:

• Analyze customer requirements and promote the highest value application of ExtraHop in our customer's business environment.

• Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with ExtraHop products and services.

• Engage ExtraHop end-users to provide targeted assistance and enablement - both FTF and remote customers.

• Assist in assessing customer needs and coordinate high-value services such as ExtraHop Professional Services and advanced training.

• Lead and facilitate new customer's initial onboarding and introduction to ExtraHop.

• Assess and document customer health and maturity levels to improve customer engagement strategy.

• Execute direct customer engagement workflows and automated processes to evangelize ExtraHop and engage a wide cross-section of our user community.

• Partner closely with the local account team to align customer strategic goals with technical execution, driving continuous product adoption and account expansion.

• Assist and contribute to ExtraHop's Voice of Customer activities and provide influential input on product and service roadmap priorities.

• Work with a diverse cross-section of ExtraHop's business units and represent customer needs and expectations.

• Champion customer needs and opportunities for product enhancement with ExtraHop development teams.

• Develop and maintain Customer Success Plans documenting customer's desired outcomes and value expectations.

• Promote customers' use of our community platform and self-service capabilities.

• Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders.

• Recognize organic opportunities for expansion/growth and engage the Sales team to pursue.

• Host and conduct recurring customer meetings, working sessions, and Business Reviews with customers.

• Operate as the nexus for customer engagement and strategy with other ExtraHop teams such as Sales, Marketing, Product, and Support.

• Delivers hybrid customer engagement through a balanced mix of remote collaboration and in-person meetings, with occasional travel as required.

We're looking for a seasoned Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, you'll need the following background:

• Four-year college degree, preferably in a technical field such as management information systems or information technology.

• Work cooperatively with others within the organization and other cross-functional stakeholders.

• Effective communication skills, both verbal and written.

• Ability to multitask in a fast-paced environment.

• Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately.

• Proficiency of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g., HTTP, CIFS,, DB Protocols such as TNS/TDS, MS-RPC, and DNS).

• Technical proficiency in enterprise networking fundamentals (TCP/IP, DNS, routing/switching, network packet brokers, firewalls) and API integrations for security stack interoperability.

• Experience with enterprise security operations, including Security Operations Center (SOC) workflows and Incident Response (IR) protocols.

• Hands-on familiarity with firewalls, SIEM/SOAR integrations, Endpoint Detection and Response (EDR/XDR), Threat Intelligence Platforms (TIP), and Zero Trust Network Access (ZTNA) solutions and architectures.

• Experience in major cloud providers (AWS, Azure, GCP), virtualization, and containerization concepts.

• Experience with project management is a plus.

• Proficient user of Salesforce.com CRM or similar.

• Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.

Employees and their families will have the option to participate in the following 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

Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!