Customer Success Manager - Commercial

Job summary

The Customer Success Manager is responsible for managing a portfolio of commercial customers, driving renewals, and identifying expansion opportunities through consultative selling. They will also ensure customer satisfaction by conducting quarterly account reviews and managing customer issues effectively.

Job details

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 Customer Success Manager based our of our office in Kitchener to be part of making this happen. The ideal candidate will possess strong communication skills, be a strong negotiator and have experience working with customers to meet their needs and drive growth. This role will be based out of our office in KW and will require you to be onsite 4 days a week. Responsibilities: Managing a set of commercial customers who are utilizing 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 Identifying 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 and prioritizing 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. Creating and managing automated processes to effectively forecast and communicate at-risk customers. Working in a highly trusting and transparent team environment Required Skills and Experience: 4+ years of demonstrated success in a sales role, preferably in a technology organization. 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 About Arctic Wolf: At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry. Our Values Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good. We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here. We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities. All wolves receive compelling compensation and benefits packages, including: Equity for all employees Flexible time off and paid volunteer days RRSP match Training and career development programs Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services Robust Employee Assistance Program (EAP) with mental health services Fertility support and paid parental leave Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, 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 entire employee experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing recruiting@arcticwolf.com. Security Requirements: Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies). Background checks are required for this position. This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations. The base salary range for this job family is 41,400 to 81,600 CAD annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.

What you’ll do

The Customer Success Manager is responsible for managing a portfolio of commercial customers, driving renewals, and identifying expansion opportunities through consultative selling. They will also ensure customer satisfaction by conducting quarterly account reviews and managing customer issues effectively.

Requirements

Candidates must have at least 4 years of sales experience, preferably within a technology organization, and possess strong communication and negotiation skills. A bachelor's degree or an equivalent combination of education and relevant experience is required.

Benefits

• Equity
• Flexible time off
• Paid volunteer days
• RRSP match
• Training and career development programs
• Comprehensive private benefits plan
• Medical
• Mental health services
• Dental
• Disability insurance
• Life insurance
• AD&D insurance
• Employee Assistance Program
• Fertility support
• Paid parental leave

Listed skills

• Problem solving · Preferred
• Account Management · Preferred
• Sales · Preferred
• Negotiation · Preferred
• Consultative Selling · Preferred
• Communication Skills · Preferred
• Upselling · Preferred
• Salesforce · Preferred
• Forecasting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer success
• Consultative selling
• Negotiation
• Account management
• Cybersecurity
• Sales
• Communication skills
• Forecasting
• Upselling
• Salesforce
• Data security
• Problem solving
• Relationship management
• Strategic planning
• Technical aptitude
• Product Knowledge
• Workplace Inclusivity
• Customer Success Management
• Industry Standards
• Organizational Skills
• Export Control
• Service Offerings
• Cyber Risk
• Planning
• Mental Health
• Customer Service
• Community Mental Health Services
• Communication
• Confidentiality
• Consultative Selling
• Value-Added Services
• Corporate Social Responsibility
• Cyber Security
• Data Security
• Disabilities
• Employee Assistance Programs
• Innovation
• Security Policies
• Security Requirements Analysis
• Verbal Communication Skills
• Authorization (Computing)
• Export Administration Regulations
• International Classification Of Diseases

Job areas

• Customer Service & Support
• Sales
• Security & Safety
• Technology
• Software
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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