Customer Success Manager – Commercial (m/f/d)

Customer Success Manager – Commercial (m/f/d)

Remote, Germany

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.

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

• 5+ years of demonstrated success in a sales role, preferably in a technology organisation.
• Field sales experience strongly desired
• Fluent in German and English 
• 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.

Our offer: 

• Company shares for everyone: Our attractive salary package also includes company shares so that every employee has a direct stake in our success 
• Our team, the pack: We offer an international, diverse and inclusive work environment and live positive – in and out of the office  
• An attractive workplace: Our offices are in attractive locations in Frankfurt and Newcastle. We work with Macs and have the latest IT Equipment
• Flexibility for work and free time: We have trust working hours that offer our wolves the greatest possible flexibility. For free time, we offer our 30 days of vacation as well as additional days off, including sabbaticals
• Further development: We support employees with regular training and certifications. We support professional development and promote internal employees – in our fast-growing company there are great opportunities for advancement 
• Regular social events, including our legendary Arctic Wolf parties 

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.  

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, 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 EMEA.recruitment@arcticwolf.com 

Have we sparked your interest? Then send us your CV and also gladly your references.