Customer Success Engineer

Location

While this position is remote, candidates must be located in or around Canberra, Australia. The role will require up to approximately 50% of your time on-site with customers. 

Position Summary

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.

Do you want to work with a platform and technology where you can help customers solve critical business problems? Do you enjoy and excel at building lasting customer relationships? 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. At ExtraHop, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. With us, you’ll deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find we have a supportive home team, great customers, and a product that customers love.

Key Responsibilities

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.   

Required Qualifications

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.

Skills and Competencies

• 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.

Compensation & Benefits: The salary range for this role is A$175,000 – A$185,000 AUD per year, plus eligibility for sales commissions and stock option grants.