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.
The Customer Onboarding Manager is responsible for architecting a scalable customer onboarding program and ensuring a smooth and successful transition for new customers from sale to adoption. This role leads the onboarding process in tight coordination with professional services to ensure new customers are set up for success. The ideal candidate is highly organized, customer-focused, and skilled at building relationships to drive engagement and long-term satisfaction.

REQUIRED QUALIFICATIONS

• Four-year college degree, preferably in a technical field such as management information systems or information technology.
• Effective communication skills, both verbal and written.
• Ability to deliver product overviews and basic training.
• 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 working with Channel Partners.
• Proficient user of Salesforce.com CRM and Gainsight’s Customer Success Platform or similar.
• Intermediate-level skills with Microsoft Excel (or Google Sheets), familiar with formulas and basic data manipulation & analysis

PREFERRED QUALIFICATIONS

• Customer Success Management and dedicated onboarding experience
• 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.

SKILLS AND COMPETENCIES

• Deliver engaging product overviews/demonstrations
• Familiarity/experience with industry standard Customer Success processes and terminology
• Effective relationship building in a remote work environment
  The base salary for this position is between $95,000 - $110,000 on a 60/40 split

• Design and develop a comprehensive, scalable onboarding strategy that reduces time-to-value for new customers
• Create and maintain onboarding playbooks, documentation, and training materials
• Collaborate with product, sales, and customer success teams to streamline the onboarding experience
• Develop and track key onboarding metrics, including:
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• Time to first value

• Customer satisfaction during onboarding
• Onboarding completion rates
• Own the digital strategies employed to orchestrate and automate onboarding activities at scale
• Conduct regular analysis of onboarding data to identify bottlenecks and improvement opportunities
• Develop personalized onboarding approaches for different customer segments and use cases
• Manage and mentor others as onboarding specialists
• Create and deliver onboarding training programs for both customers and internal teams
• Implement and manage customer communication tools and workflows during the onboarding process
• Develop automated onboarding workflows and integration strategies
• Regularly report on onboarding performance to senior leadership
• Work cooperatively with others within the organization and other cross-functional stakeholders.
• Work well in fast-paced, high-stress environments.
• Has predictable, reliable attendance.