Customer Success Manager III - Canberra

Australia·Canberramid

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

Analyze customer

Technical Tools

Customer Success ManagerCustomer

At ExtraHop, we’re on a mission to protect and empower the connected enterprise. We reveal what is happening in the very infrastructure that sustains businesses, lives, and communities, and ensure the integrity of networks, data, systems, and processes. Organizations rely on ExtraHop to provide visibility into the cyber threats, vulnerabilities, and network performance issues that evade their existing security and IT tools. With this insight, organizations can investigate smarter, stop threats faster, and keep operations running.

Our mission is fueled by a profound social and moral responsibility to be the best at what we do, ensuring a secure world where everyone can thrive. If this sounds like a place you’d like to spend the next chapter of your career, we’d love to hear from you.

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.

Responsibilities

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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.
→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.
→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.

Requirements

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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.
Excellent attention to detail.
Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately.
Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g., HTTP, TNS TDS, CIFS, NFS, and DNS).
Experience with project management is a plus.
Data interpretation experience using the ExtraHop platform is a plus.
Experience in Enterprise IT application or networking support is a plus.
Experience working with Channel Partners.
Proficient user of Salesforce.com CRM or similar.
Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.

ExtraHop is reinventing Network Detection and Response (NDR) to offer enterprises unparalleled visibility, context, and control against emerging threats. The platform integrates NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics, providing a single, comprehensive solution. By decrypting and analyzing complete packet-level data at wire speed and leveraging cloud-scale machine learning, ExtraHop empowers Security Operations Centers (SOCs) to detect, investigate, and remediate modern cyber risks in real time across their entire hybrid infrastructure, including data center, cloud, and SASE environments.

This comprehensive approach and market innovation have earned ExtraHop unique recognition as the only NDR vendor acknowledged as a leader by all major analyst firms, including the 2025 Gartner® Magic Quadrant for Network Detection and Response™, the 2025 Forrester® Wave for Network Analysis and Visibility, the 2024 IDC® Marketscape for NDR, and the 2025 Gigamon® Radar Report for Network Detection and Response. Since 2007, ExtraHop has consistently helped organizations worldwide extract in-depth network telemetry and contextual insights, affirming its commitment to protecting and empowering the connected enterprise.

Our culture is rooted in our five Values. These set the expectations for how we work individually and collectively as a team.