Sr. Manager, Customer Success

At ExtraHop, we’re redefining how businesses secure their digital environments through industry-leading Network Detection and Response (NDR). Our mission is to give customers complete visibility and control over their network to detect and stop threats faster. As we continue to expand, we’re looking for a Customer Success leader to drive outcomes and growth across our customer base.

If you’re passionate about building high-performing teams, delivering measurable business impact, and strengthening executive-level customer relationships—this is your opportunity to lead, influence, and scale.

• →Define and execute the Customer Success strategy,
• →Lead and manage a growing regional team of CSMs across multiple customer segments and touch models (high-touch to digital-touch)
• →Partner closely with Sales, Renewals, SEs, and Channel teams to align on customer value, expansion, and retention opportunities
• →Engage directly with key customers and executive stakeholders, building trusted advisor relationships
• →Build and refine standard processes and playbooks to drive consistency, efficiency, and scale in customer success practices
• →Leverage customer data, product telemetry, and AI-based tools to proactively manage customer health and outreach
• →Monitor and improve regional metrics such as net dollar retention, churn, adoption, and CSAT/NPS
• →Recruit, develop, and retain top CSM talent in the region; foster a culture of excellence, growth, and accountability

• 10+ years of experience in Customer Success, including 5+ years leading teams—preferably in a B2B SaaS, cybersecurity, or networking environment
• Proven success in driving customer retention, expansion, and product adoption in a leadership capacity
• Strong understanding of customer lifecycle management, stakeholder engagement, and customer health frameworks
• Track record of building trusted cross-functional relationships and influencing without authority
• Passion for developing people, leading by example, and building high-performing, mission-driven teams
• Analytical mindset with experience using CS platforms, CRM systems, and digital CS tools
• Excellent communication and executive presence
• Work cooperatively with others within the organization and other cross-functional stakeholders.
• Work well in fast-paced, high-stress environments.
• Has predictable, reliable attendance.

The salary range for this role is $145,000 - $165,000 with a 85/15 split + benefits 

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. 

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