Customer Success Engineer | Canberra, Australia

The role

You will act as a Technical Customer Success Manager to help customers achieve successful outcomes with ExtraHop products. You will analyze requirements, lead onboarding, and build lasting customer relationships to drive product adoption and renewals.

What you will do

• Analyze customer requirements and promote highest value application of ExtraHop
• Secure contract renewals and identify growth opportunities
• Engage end-users to provide targeted assistance and enablement
• Assist in assessing customer needs and coordinate high-value services
• Lead and facilitate new customer onboarding and introduction
• Assess and document customer health and maturity levels
• Execute customer engagement workflows and automated processes
• Partner with local account team to align strategic goals with technical execution
• Contribute to Voice of Customer activities and product roadmap priorities
• Develop and maintain Customer Success Plans

Required qualifications

• Four-year college degree
• Work cooperatively with others within the organization and cross-functional stakeholders
• Effective communication skills, both verbal and written
• Ability to multitask in a fast-paced environment
• Ability to work flexibly with independent initiative and judgment
• Proficiency of networking principles (layers 2 through 4 of the OSI model) and application protocols
• Technical proficiency in enterprise networking fundamentals (TCP/IP, DNS, routing/switching, network packet brokers, firewalls) and API integrations
• Experience with enterprise security operations, including SOC workflows and IR protocols
• Familiarity with firewalls, SIEM/SOAR integrations, EDR/XDR, TIP, and ZTNA solutions and architectures
• Experience with major cloud providers (AWS, Azure, GCP), virtualization, and containerization concepts
• Proficient user of Salesforce.com CRM or similar
• Intermediate-level skills with Microsoft Excel

Nice to have

• Experience with project management

Benefits

• Health, Dental, and Vision Benefits
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
• FSA and Dependent Care Accounts + EAP, where applicable
• Educational Reimbursement
• 401k with Employer Match or Pension where applicable
• Pet Insurance (US Only)
• Parental Leave (US Only)
• Hybrid and Remote Work Model

About the company

ExtraHop provides visibility into cyber threats, vulnerabilities, and network performance issues through Network Detection and Response (NDR) technology. The company aims to protect and empower the connected enterprise.