Director, Customer Success

Arctic Wolf; North East; On-site; GBP 75,000 - 95,000; Full time

Job summary

A leading cybersecurity firm in Newcastle upon Tyne seeks a Director of Customer Success. This role involves managing customer relationships and a team to ensure customer satisfaction and drive growth. Ideal candidates should have extensive leadership experience, a strong background in sales, and excellent organizational skills. Attractive compensation and benefits offered.

Benefits

Equity for all employees

28 days annual leave

Pension plan employer match

Training and career development programs

Comprehensive private benefits plan

Qualifications

• 5+ years of leadership and management experience.
• 5+ years of demonstrated success in a sales role, preferably in technology.
• Experience working with partners preferred.

Responsibilities

• Manage customers utilizing Arctic Wolf’s CyberSOC solution.
• Lead a team of Customer Success Managers to drive revenue growth.
• Coach the team to achieve renewal and expansion targets.

Skills

Leadership

Sales Negotiation

Customer Relationship Management

Communication

Technology Adaptability

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Job description

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Director, Customer Success, Newcastle upon Tyne

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Client:

Arctic Wolf

Location:

Newcastle upon Tyne, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

76fe551b7993

Job Views:

15

Posted:

12.08.2025

Expiry Date:

26.09.2025

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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 theForbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60lists, and we recently took home the2024 CRN Products of the Yearaward. 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 Director, Customer Success in Newcastle (office based) to be part of making this happen.

The ideal candidate will possess solid communication skills, be a strongsales negotiator and people manager, and have experience working with customers to meet their needs and drive growth in the account.

Responsibilities:

Managing a set of customers who are utilizing Arctic Wolf’s CyberSOC solution

Managing a team of Customer Success Managers, to support and drive revenue growth for customers leveraging Arctic Wolf Services

Coaching your team to achieve renewal and expansion targets through consultative selling techniques

Listening to customer feedback, then working across Arctic Wolf to provide a voice of the customer to various business owners

Managing your team’s customer base, ensuring customer satisfaction and delivery of quarterly account reviews

Helping CSM’s to identify 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, prioritizing and handling 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

Managing your team’s sales and churn forecasts to the business

Working in a highly trusting and transparent team environment

Required Skills and Experience:

5+ years of leadership and management experience

5+ years of demonstrated success in a sales role, preferably in a technology organization

Sales experience and quota carrying experience required

Experience working with partners strongly preferred

The ability to be flexible and work in a rapidly changingenvironment 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

This position is based in our Waterloo office and will require team members to work from this office

Up to 25% travel may be required

Passport required

Our offer:

All wolves receive compelling compensation and benefits packages, including:

• Equity for all employees
• 28 days annual leave, 8 bank holidays and paid volunteering days off
• Pension plan employer match
• Training and career development programs
• Robust Employee Assistance Program (EAP) with mental health service
• Comprehensive private benefits plan including medical insurance, virtual GP, optical and dental cashback, life insurance (4x basic salary) and group income protection.
• Fertility support and paid parental leave

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 .

We also believe and practice corporate responsibility 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.

, 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.

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 entireemployeeexperience as accessible as possible and provideaccommodationsas required for candidates and employees with disabilities and/or other specific needs where possible.

Have we sparked your interest? Then send us your CV and your references.