Customer Success Manager - SMB

Our mission is simple: End Cyber Risk. Were looking for a customer success manager based out of our KW office 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 has the requirement of being onsite in our office in Kitchener four days a week.

Responsibilities:

• Managing a set of SMB customers who are utilizing Arctic Wolfs 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:

• 2 years of demonstrated success in a sales role preferably in a technology organization.

• 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

About Arctic Wolf
At Arctic Wolf were cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds cultures and ideas to make our teams even stronger as we grow globally. Weve been named among the list of Top Workplaces in USA Minnesota (2021-2024) and Texas (2023- 2024) Best Places to Work San Antonio () and Minneapolis/St. Paul (2022-2024) as well as on Fortunes Best Place to Work for Millennials (2023) and Top Technology Workplace (2023) lists.

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 paid volunteer days and paid parental leave
RRSP matching program
Enhanced maternity leave and fertility support services
Robust Employee Assistance Program (EAP) for mental health services
Training and career development programs

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

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