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Customer Success Manager

Arctic Wolf

Arctic Wolf

Newcastle, UK
Posted on Thursday, June 13, 2024

About Us The unicorn company Arctic Wolf was founded in the USA in 2012 and is a leader in security operations in an exciting and fast-growing industry - cybersecurity. Our commitment to customer and employee satisfaction, combined with a stable track record characterised by doubling our sales and employee numbers for five consecutive years, have made us an industry leader. In April 2021, we decided to expand globally with the goal of providing companies worldwide with first-class protection. Arctic Wolf is therefore 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

Position Overview
The Customer Success Manager serves as a trusted advisor for corporate 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. Importantly for this role it working from our Newcastle, UK office having fluency in English and German languages.

Primary 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 and 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

Proficient in English and German language having the ability to be based in our Newcastle, UK office.

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.

Thinks out-of-the-box and energises others with passion, quality, and commitment.

Minimum Qualifications

5+ years of demonstrated success in a sales role, preferably in a technology organisation.

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 recognised and rewarded.