Customer Success Manager - Enterprise

Our mission is simple: End Cyber Risk. We’re looking for a Customer Success Manager - Enterprise to be part of making this happen. This role is based out of our office in KW and requires in-office presence four days per week.

Primary Responsibilities

• Own and manage a portfolio of enterprise customers leveraging Arctic Wolf’s cybersecurity solutions.

• Drive customer retention and growth by achieving renewal and expansion targets through consultative, value-based selling.

• Serve as a trusted advisor by actively listening to customer needs, advocating for them internally, and influencing product and service improvements.

• Lead monthly account reviews to ensure customer satisfaction, adoption, and measurable business outcomes.

• Identify and execute upsell opportunities by positioning additional Arctic Wolf services that align with customer needs.

• Negotiate renewals and expansions effectively, leveraging deep domain expertise and product knowledge to create compelling growth plans.

• Manage a high volume of customer requests and initiatives by prioritizing effectively, resolving issues in a timely manner, and guiding customers toward best-practice solutions.

• Build scalable processes to proactively forecast and communicate at-risk accounts, ensuring customer success and long-term retention.

Key Qualifications

• Proven ability to thrive in a dynamic, fast-paced environment.

• Strong technical aptitude with proficiency in Salesforce, spreadsheets, and related tools.

• Passionate about delivering exceptional customer experiences, with a strong focus on quality, trust, and data security.

• Creative problem-solver who inspires others with energy, innovation, and commitment.

• 5+ years of progressive success in sales or account management, preferably within technology or cybersecurity.

• Field sales experience with a track record of closing and growing complex accounts strongly preferred.

• French language proficiency is a nice to have, especially for supporting bilingual clients in Canada.

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 7,000 customers worldwide and more than 2,000 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 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. 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 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 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 [email protected].  

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 (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.