RVP, Customer Experience
RVP, Customer Experience
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Salary Not Disclosed
1 Vacancy
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 an RVP Customer Experience to be part of making that happen.
We are seeking a visionary and strategic Vice President of Customer Experience (CX) to lead and elevate our end-to-end customer journey. This role is responsible for designing and executing strategies that drive customer satisfaction loyalty and long-term value. You will support all customer-facing teams including Customer Success Deployment and Security Services ensuring an exceptional customer experience at every touchpoint.
Responsibilities:
- Strategy & Leadership: Define and execute the companys global customer experience strategy aligned with business objectives and customer needs.
- Customer Journey Ownership: Map and continuously optimize the entire customer lifecycle from onboarding and adoption to retention and expansion.
- Monitor track and resolve escalated customer support cases.
- Cross-Functional Collaboration: Partner with Product Sales Marketing and Engineering teams to ensure a seamless and cohesive customer experience.
- Customer Advocacy: Develop programs to gather customer feedback drive Net Promoter Score (NPS) improvements and amplify the voice of the customer across the organization.
- Operational Excellence: Establish KPIs metrics and reporting frameworks to measure and enhance customer satisfaction retention and growth.
- Executive Engagement: Serve as a trusted advisor to key accounts and represent the customer perspective in executive-level discussions.
- Technology & Innovation: Leverage modern CX tools and technologies to enhance customer interactions support scalability and drive efficiencies.
- Collaborate with frontline support teams to address complex customer issues.
- Act as the main contact for high-priority customer escalations.
- Analyze customer feedback and support trends to identify root causes.
- Develop strategies to prevent recurring support issues.
- Mentor and guide support team members handling difficult cases.
- Handle sensitive customer information with confidentiality and care.
Required Skills and Experience:
- 7 years of progressive leadership experience in Customer Experience Customer Success or related functions within the cybersecurity or enterprise SaaS industry.
- Proven track record of driving customer satisfaction retention and expansion in a high-growth environment.
- Strong understanding of cybersecurity challenges and enterprise customer needs.
- Exceptional leadership communication and stakeholder management skills.
- Experience with customer journey mapping CX metrics (CSAT NPS CES) and digital customer engagement strategies.
- Ability to think strategically while executing with attention to detail.
- Adept at managing change in a dynamic fast-paced environment.
- Thinking out-of-the-box and energize others with passion quality and commitment.
- Familiarity with customer success platforms (e.g. Gainsight Totango) and support systems (e.g. Zendesk Salesforce Service Cloud).
- Strong analytical mindset with the ability to translate data into actionable insights.
- The ability to be flexible and work in a rapidly changing environment is required
- Delivers amazing results through cross team collaboration as well as strong creative multi-tasking problem solving and organizational skills
- This position is based in our Minneapolis office and will require team members work from our corporate office
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 7000 customers worldwide and more than 2000 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 thatby protecting peoples 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 and 401k 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 entireemployeeexperience as accessible as possible and provideaccommodationsas 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 .
Security Requirements:
- Conducts duties and responsibilities in accordance with AWNs 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.
Required Experience:
Exec
Employment Type
Full-Time
