Customer Success Manager

Arctic Wolf is a global leader in security operations, delivering the first cloud-native security operations platform to end cyber risk. Powered by threat telemetry spanning endpoint, network, and cloud sources, the Arctic Wolf Security Operations Cloud ingests and analyses trillions of security events each week to enable critical outcomes for most security use cases. The Arctic Wolf Platform delivers automated threat detection and response at scale and empowers organisations of any size to stand up world-class security operations with the push of a button.Our mission is simple: End Cyber Risk. We’re looking for a Customer Success Manager to join our team, based in our Newcastle, UK Office to be part of making this happenThe Customer Success Manager serves as a trusted advisor for our customers Arctic Wolf is a global leader in security operations, delivering the first cloud-native security operations platform to end cyber risk. Powered by threat telemetry spanning endpoint, network, and cloud sources, the Arctic Wolf Security Operations Cloud ingests and analyses trillions of security events each week to enable critical outcomes for most security use cases. The Arctic Wolf Platform delivers automated threat detection and response at scale and empowers organisations of any size to stand up world-class security operations with the push of a button.Our mission is simple: End Cyber Risk. We’re looking for a Customer Success Manager to join our team, based in our Newcastle, UK Office to be part of making this happenThe Customer Success Manager serves as a trusted advisor for our customers
utilising Arctic Wolf’s solutions. This role is a key, customer-facing role within Customer
Success and is committed to ensuring that customers move positively through the
customer lifecycle. This role requires a dedicated professional with an exceptional ability
to manage customer relationships and identify and promote expansion opportunities.
The Job duties are varied and complex utilising independent judgment. Ultimately, the
customer success manager is responsible for maintaining and growing the revenue
from Arctic Wolf’s customer base and ensuring a high level of satisfaction with solution
delivery.
Responsibilities and Duties
Managing a set of corporate customers who are utilising Arctic Wolf’s CyberSOC
solution.
Achieving renewal and expansion targets through consultative selling techniques
Listening to customers and providing feedback to the business.
Ensuring customer satisfaction and delivery of quarterly account reviews.
Negotiating on behalf of management using product knowledge and knowledge of
customer needs to upsell by positioning additional Arctic Wolf service offerings.
Acting as an advisor to customers by leveraging solid domain and product knowledge of
Arctic Wolf service offerings and customer’s needs to develop plans for future growth.
Successfully planning and prioritising a high volume of activities and requests to
manage customer issues and requests, including following through on requests in a
timely manner, asking clarifying questions to determine the correct source & impact of
issues, comparing and evaluating possible courses of conduct to make decisions or
recommendations and understanding use cases to coach customers to alternate
solutions when possible.
Creating and managing automated processes to effectively forecast and communicate
at-risk customers build risk mitigation plans to retain such accounts.
Key Skills and Competencies
The ability to be flexible and work in a rapidly changing environment is required.
Aptitude for technology, knowledge of spreadsheet and Salesforce utilisation.
Fanatical devotion to customer service, business quality, and data security.
5+ years of demonstrated success in a sales role, preferably in a technology
organization.
Field sales experience strongly desired Why Arctic Wolf?At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally. We offer all wolves a compelling compensation and benefits packages, including 28 days per year annual leave, 8 bank holidays, paid time off to volunteer together with a comprehensive private medical and life insurance, pension, and company equity shares. Also, we want to ensure all employees to have a good work-life balance offering a robust Employee Assistance Programme, professional career progression and so much more!Come join the Pack during this exciting time of rapid growth where every employee makes a difference, and their contributions are recognized and rewarded.At Arctic Wolf, we recognize that success comes from delighting our customers. We believe in being lean – in constantly building, measuring, and learning in all aspects of our business. We truly value people. All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees.Arctic Wolf is focused on building a workforce that is diverse and inclusive. If you’re excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply. We review all applications. Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law.Arctic Wolf is committed to fostering a welcoming, accessible, respectful and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require a reasonable accommodation for any part of the application or hiring process, you may make a request by calling the Arctic Wolf general contact number at 1-888-272-8429 and asking to speak to Recruiting, or by emailing
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