Director, Customer Success

Arctic Wolf Networks UK LTD; North East; On-site; GBP 70,000 - 100,000; Full time

Job summary

Arctic Wolf Networks UK LTD is seeking a Director of Customer Success to drive customer engagement and revenue growth. Based in Newcastle, the ideal candidate will have strong leadership skills and experience in sales within a technology environment. This role includes managing a team, negotiating customer contracts, and ensuring high satisfaction levels across clients, all while providing strategic insights to enhance service offerings.

Benefits

Equity for all employees

28 days annual leave plus bank holidays and paid volunteering days off

Pension plan employer match

Training and career development programs

Comprehensive private benefits plan

Fertility support and paid parental leave

Qualifications

• 5+ years of leadership and management experience.
• Proven sales success in a technology organization.
• Ability to work in a rapidly changing environment.

Responsibilities

• Manage a team of Customer Success Managers.
• Drive revenue growth for customers leveraging services.
• Coach team for renewal and expansion targets.

Skills

Leadership

Sales Negotiation

Customer Relationship Management

Business Development

Communication

Education

Bachelor's degree

Tools

Salesforce

Job description

Director, Customer Success page is loaded

Director, Customer Success

Apply locations Newcastle, GBR time type Full time posted on Posted Today job requisition id R25_797

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 Newcastle 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 here .

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.

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. If you’re excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply. We review all applications.

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] .