Director, Customer Success
Arctic Wolf
At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award. We’re proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations.
Our mission is simple: End Cyber Risk. We’re looking for a Director, Customer Success based out of our Waterloo office to be a part of making this happen.
The ideal candidate will possess solid communication skills, be a strong sales negotiator and people manager, and have experience working with customers to meet their needs and drive growth in the account.
Responsibilities:
Managing a set of customers who are utilizing Arctic Wolf’s CyberSOC solution
Managing a team of Customer Success Managers, to support and drive revenue growth for customers leveraging Arctic Wolf Services
Coaching your team to achieve renewal and expansion targets through consultative selling techniques
Listening to customer feedback, then working across Arctic Wolf to provide a voice of the customer to various business owners
Managing your team’s customer base, ensuring customer satisfaction and delivery of quarterly account reviews
Helping CSM’s to identify opportunities to upsell to existing customers by positioning additional service offerings
Effectively negotiating transactions and developing plans for future growth, including leveraging solid domain and product knowledge to facilitate interest in Arctic Wolf expansion
Successfully planning, prioritizing and handling 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, as well as understanding use cases to coach customers to alternate solutions when possible
Managing your team’s sales and churn forecasts to the business
Working in a highly trusting and transparent team environment
Required Skills and Experience:
5+ years of leadership and management experience
5+ years of demonstrated success in a sales role, preferably in a technology organization
Sales experience and quota carrying experience required
Experience working with partners strongly preferred
The ability to be flexible and work in a rapidly changing environment is required
Bachelor’s degree, or combination of education and relevant experience
Aptitude for technology, knowledge of spreadsheet and Salesforce utilization
Fanatical devotion to customer service, business quality, and data security
The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment
Excellent organizational skills and written/oral communication skills
This position is based in our Waterloo office and will require team members to work from this office
Up to 25% travel may be required
Passport required