[Hiring] Customer Success Manager @Arctic Wolf

Role Description

Customer Success Manager - SMB - Nordics

• Managing a set of corporate 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.
• 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 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 and impact of issues.
  • Comparing and evaluating possible courses of conduct to make decisions or recommendations.
  • 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.

Qualifications

• 5+ years of demonstrated success in a sales role, preferably in a technology organization.
• Field sales experience strongly desired.

Requirements

• The ability to be flexible and work in a rapidly changing environment is required.
• Aptitude for technology, knowledge of spreadsheet and Salesforce utilization.
• Fanatical devotion to customer service, business quality, and data security.
• Thinks out-of-the-box and energizes others with passion, quality, and commitment.

Benefits

• The base salary range for this job family is 28,200 to 63,000 GBP 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.

Environment and Physical Demands

• Work is primarily sedentary in nature and can be executed sitting or standing positions in an office environment.
• Requires ability to utilize technology related to using a keyboard, verbal communication, and work with device screens which require visual acuity.
• If located in a company office, often requires the mobility to physically navigate the space.
• In the event of business travel, mobility sufficient to utilize public and private transport and navigate to essential locations.
• May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper).

Travel Requirements

• Typically 10% or less of business travel.

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.
• Each successful candidate will be required to pass a criminal background check and an employment verification as a condition of employment.