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.
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 expand our global reach, we’re looking for a Customer Success leader to drive outcomes and growth across our EMEA & APAC customer base.As the Sr Manager of Customer Success for EMEA & APAC, 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 International Customer Success strategy, aligned to global goals but tailored to regional needs in EMEA & APAC 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.
ABOUT EXTRAHOP
ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.
ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been recognized as a “Customer’s Choice” by Gartner Peer Insights™ Voice of the Customer, and as a Leader in the Forrester Wave®: Network Analysis and Visibility, Q2 2023. ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide. Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity.
Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following 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*Candidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.
We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.
We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, color, religion, sex, gender identification and expression, marital status, military status, pregnancy (including but not limited to potential pregnancy and pregnancy-related conditions), sexual orientation, age , national origin, ancestry, citizenship or immigration status, disability ,, genetic information, or any other protected class as established by law.
Our people are our most important competitive advantage, leading the charge cyber criminals and insider threats.
Ready to join us? #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec #LI-Remote