Customer Success Engineer

About the role

As a member of the Customer Success team, you will play a leading role in ensuring successful outcomes for our customers by analyzing their requirements and promoting the value of ExtraHop solutions. You will build lasting relationships with key stakeholders and technology leaders while driving product adoption and account expansion. This role serves as the nexus for customer engagement, coordinating with internal teams to align strategic goals with technical execution.

Responsibilities

• 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.
• 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.
• Partner closely with the local account team to align customer strategic goals with technical execution.
• Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations.

Required skills

• Networking principles
• TCP/IP
• DNS
• Routing/Switching
• API integrations
• Security operations
• SOC workflows
• Incident Response
• Firewalls
• SIEM/SOAR
• EDR/XDR
• Cloud computing
• Salesforce
• Microsoft Excel

Nice to have

• Project management

Qualifications

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

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Flexible PTO
• Sick time
• Paid volunteer time
• Annual discretionary bonus plan
• FSA
• Dependent care accounts
• Educational reimbursement

About the Company

ExtraHop is reinventing Network Detection and Response (NDR) to offer enterprises visibility, context, and control against emerging threats. The platform integrates NDR with Network Performance Management, Intrusion Detection Systems, and forensics to provide a comprehensive solution for security operations centers.