Director, Customer Success
Director, Customer Success
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Job Description
At Arctic Wolf were not just navigating the cybersecurity landscape - were redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: weve earned recognition on theForbes Cloud 100 CNBC Disruptor 50 Fortune Future 50 and Fortune Cyber 60lists and we recently took home the2024 CRN Products of the Yearaward. Were 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 CRNs Products of the Year award in the inaugural Security Operations Platform category. Join a company thats not only leading but also shaping the future of security operations.
Our mission is simple: End Cyber Risk. Were looking for aDirector 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 strongsales 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 Wolfs 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 teams customer base ensuring customer satisfaction and delivery of quarterly account reviews
Helping CSMs 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 teams 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 changingenvironment is required
Bachelors 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
Required Experience:
Director
Employment Type
Full-Time
