Position Summary
As the Sr Manager of Customer Success, you will lead a regional team of CSMs supporting a diverse portfolio of customers—from strategic enterprises to growing mid-market accounts. Your mission is to ensure customers across the region achieve meaningful outcomes with ExtraHop, adopt our platform fully, and become loyal advocates who renew and expand their partnership with us.
You’ll collaborate cross-functionally with Sales, Solution Engineering, Renewals, Marketing, and Product teams to ensure a seamless customer experience. You will also be responsible for hiring, mentoring, and scaling a strong regional CS team, developing consistent, data-driven processes, and using technology—including AI—to drive scale and impact.
Key Responsibilities
- 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
Required Qualifications
- 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.