Customer Success Manager I | Poland

Position Summary

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

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

Help to 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.

Assessing customer needs and coordinating 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.

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.

Required Qualifications

Essential Language skills: German & English

Any formal qualifications or training attended in Cyber Security or Networking a Plus

Essential Skills and Competencies

Exceptional verbal and written communication skills

Ability to present to a variety of audiences

Track record of building and managing relationships, both Internally and with Customers

Documenting Notes, Actions and Next steps to a high standard with strong follow up discipline.

Ability to work Flexible hours to support International Customers

Growth mindset: Desire and passion to build and growth technical skills and knowledge in Cyber and Networking

First class attention to detail.

Takes ownership of all tasks, working flexibly with independent initiative and direction from Customer Success Management

Any experience with project management, customer success or customer relationship management is a plus.

Intermediate-level skills with general corporate applications such as Email, Spreadsheets and Presentations

Compensation & Benefits: The salary range for this role is 180,000 - 193,000 PLN per year, plus eligibility for sales commissions and stock option grants.