Customer Success Manager

2 weeks ago

Newcastle upon Tyne, United Kingdom Arctic Wolf Full time

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 happen

The Customer Success Manager serves as a trusted advisor for our customersutilising Arctic Wolf’s solutions. This role is a key, customer-facing role within CustomerSuccess and is committed to ensuring that customers move positively through thecustomer lifecycle. This role requires a dedicated professional with an exceptional abilityto manage customer relationships and identify and promote expansion opportunities.The Job duties are varied and complex utilising independent judgment. Ultimately, thecustomer success manager is responsible for maintaining and growing the revenuefrom Arctic Wolf’s customer base and ensuring a high level of satisfaction with solutiondelivery. Responsibilities and Duties Managing a set of corporate customers who are utilising Arctic Wolf’s CyberSOCsolution.Achieving renewal and expansion targets through consultative selling techniquesListening 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 ofcustomer needs to upsell by positioning additional Arctic Wolf service offerings.Acting as an advisor to customers by leveraging solid domain and product knowledge ofArctic Wolf service offerings and customer’s needs to develop plans for future growth.Successfully planning and prioritising a high volume of activities and requests tomanage customer issues and requests, including following through on requests in atimely manner, asking clarifying questions to determine the correct source & impact ofissues, comparing and evaluating possible courses of conduct to make decisions orrecommendations and understanding use cases to coach customers to alternatesolutions when possible.Creating and managing automated processes to effectively forecast and communicateat-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 technologyorganization.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.

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