Customer Success Manager - Commercial

Arctic Wolf; Kitchener; On-site; CAD 41,000 - 82,000; Full time

Benefits offered by this job

Equity for all employees

Flexible time off and paid volunteer –

RRSP match

Training and career development –

Comprehensive private benefits plan

Employee Assistance Program (EAP)

Fertility support and paid parental le

Job summary

Arctic Wolf is recruiting a Customer Success Manager to join our Kitchener office. You will manage a portfolio of customers using CyberSOC, drive renewals and expansions through consultative selling, and ensure ongoing customer satisfaction with regular quarterly reviews.

The role requires 4+ years in sales, a Bachelor’s degree or equivalent, and strong communication, organization, and tech skills, including Salesforce usage and spreadsheet proficiency.

Qualifications

• 4+ years of success in a sales role, preferably in a technology organization.
• Bachelor’s degree, or combination of education and relevant experience.
• Ability to be flexible and work in a rapidly changing environment.
• Aptitude for technology, knowledge of spreadsheet and Salesforce utilization.
• Fanatical devotion to customer service, business quality, and data security.

Responsibilities

• Managing a set of commercial customers who are utilizing 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.
• Identifying opportunities to upsell to existing customers by positioning additional service offerings.

Skills

Sales experience

Adaptable / flexible

Communication skills

Tech affinity / Salesforce

Spreadsheet knowledge

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Spreadsheet software

Job description

At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award. We’re 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 CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations. Our mission is simple: End Cyber Risk. We’re looking for a Customer Success Manager based our of our office in Kitchener to be part of making this happen.

Responsibilities

• Managing a set of commercial customers who are utilizing 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
• 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

• 4+ years of demonstrated success in a sales role, preferably in a technology organization.
• The ability to be flexible and work in a rapidly changing environment is required
• Bachelor’s 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

Benefits

• 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

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.

The base salary range for this job family is 41,400 to 81,600 CAD annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.

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 [e-mail].

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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 recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require a reasonable accommodation for any part of the application or hiring process, you may make a request by calling the Arctic Wolf general contact number at 1-888-272-8429 and asking to speak to Recruiting, or by emailing [e-mail].