Customer Success Manager - SMB

Arctic Wolf; Waterloo; On-site; CAD 70,000 - 90,000; Full time

Job summary

Arctic Wolf is searching for a Customer Success Manager in Waterloo, who will engage with SMB clients using the CyberSOC solution. The successful candidate will have a strong sales background, exceptional communication skills, and a commitment to customer service. This role emphasizes onsite collaboration to enhance customer relationships and satisfy growth targets.

Benefits

Equity for all employees

Flexible time off

Paid volunteer days

Paid parental leave

RRSP matching program

Robust Employee Assistance Program

Training and career development programs

Qualifications

• 2+ years in a sales role, preferably in technology.
• Aptitude for technology and flexible in a changing environment.

Responsibilities

• Manage a set of SMB customers using CyberSOC.
• Achieve renewal and expansion targets through consultative selling.
• Ensure customer satisfaction with quarterly reviews.

Skills

Communication

Negotiation

Customer service

Organization

Education

Bachelor’s degree

Tools

Salesforce

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 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 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

• 2+ 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
  
  

About Arctic Wolf

At Arctic Wolf we’re 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. We’ve been named among the list of Top Workplaces in USA, Minnesota (2021-2024), and Texas (2023- 2024), Best Places to Work San Antonio (2023, 2024) and Minneapolis/St. Paul (2022-2024), as well as on Fortune’s 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 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, 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 [e-mail].

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