Customer Success Manager - SMB - Nordics

Arctic Wolf; Denmark; Remote; DKK 245,000 - 547,000; Full time

Job summary

Arctic Wolf seeks a Customer Success Manager for SMBs in the Nordics to manage a portfolio of corporate customers using CyberSOC, drive renewals and expansions through consultative selling, and ensure high satisfaction.

You will collaborate with cross-functional teams, share customer feedback with the business, and upsell by applying product knowledge to client needs, while planning growth initiatives.

Qualifications

• 5+ years of success in a sales role, preferably in a technology organization.
• Field sales experience preferred.
• Strong customer relationship skills.

Responsibilities

• Manage a set of corporate customers using Arctic Wolf’s CyberSOC.
• Achieve renewal and expansion targets through consultative selling.
• Provide feedback to the business from customers.
• Ensure customer satisfaction and quarterly reviews.
• Upsell Arctic Wolf service offerings through product knowledge.
• Advise customers on plans for future growth.
• Forecast and manage a high volume of customer requests and issues, resolving them promptly.
• Create and manage automated processes to forecast at-risk customers and mitigation plans.

Skills

Sales experience

Customer service orientation

Adaptability

Tech affinity

Spreadsheet skills

Salesforce proficiency

Tools

Salesforce

Spreadsheet software

Job description

Customer Success Manager - SMB - Nordics

Position Overview and Objective

Position Overview and Objective Primary Responsibilities and Duties

Primary Responsibilities and Duties

• Managing a set of corporate 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.
• Negotiating on behalf of management using product knowledge and knowledge of customer needs to upsell by positioning additional Arctic Wolf service offerings.
• Acting as an advisor to customers by leveraging solid domain and product knowledge of Arctic Wolf service offerings and customer’s needs to develop plans for future growth.
• 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 and impact of issues, comparing, and evaluating possible courses of conduct to make decisions or recommendations and understanding use cases to coach customers to alternate solutions when possible.
• Creating and managing automated processes to effectively forecast and communicate at-risk customers; build risk mitigation plans to retain such accounts.

Key Skills

• The ability to be flexible and work in a rapidly changing environment is required.
• Aptitude for technology, knowledge of spreadsheet and Salesforce utilization.
• Fanatical devotion to customer service, business quality, and data security.
• Thinks out-of-the-box and energizes others with passion, quality, and commitment.

Minimum Qualifications

5+ years of demonstrated success in a sales role, preferably in a technology organization. Field sales experience strongly desired.

Preferred Qualifications Environment and Physical Demands

Work is primarily sedentary in nature and can be executed sitting or standing positions in an office environment. Requires ability to utilize technology related to using a keyboard, verbal communication, and work with device screens which require visual acuity. If located in a company office, often requires the mobility to physically navigate the space. In the event of business travel, mobility sufficient to utilize public and private transport and navigate to essential locations. May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper).

Travel Requirements

Typically 10% or less of business travel

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. Each successful candidate will be required to pass a criminal background check and an employment verification as a condition of employment.

Base Salary Range

The base salary range for this job family is 28,200 to 63,000 GBP 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.

Benefits

In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.

Company Culture

At Arctic Wolf, we recognize that success comes from delighting our customers. We believe in being lean – in constantly building, measuring, and learning in all aspects of our business. We truly value people. All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees. Arctic Wolf is focused on building a workforce that is diverse and inclusive.

Equal Opportunity & Diversity Statement

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.