Customer Success Manager (m/f/d) SMB

Arctic Wolf Networks, Inc.; United States; Remote; USD 37,000 - 92,000; Full time

Benefits offered by this job

Equity for all employees

30 days annual leave

Pension plan

Training and career development

Employee Assistance Program (EAP)

Fertility support

Parental leave

Job summary

Arctic Wolf Networks, Inc. is seeking a Customer Success Manager (m/f/d) SMB, remotely in Germany, to manage corporate customers using CyberSOC, drive renewals and expansions, and act as a trusted advisor.

The role requires German and English fluency, strong consultative selling, and cross-functional collaboration to ensure customer success. You will analyze customer needs, forecast risk, and lead account reviews, while collaborating with product and sales teams to maximize value and retention.

Qualifications

• Minimum 3+ years in a sales role, preferably tech.
• Fluency in German and English required.
• Experience with subscription/CSM models is a plus.
• Strong communication and negotiation skills.

Responsibilities

• Manage a set of corporate customers using Arctic Wolf’s CyberSOC solution.
• Achieve renewal and expansion targets through consultative selling.
• Listen to customers and provide feedback to the business.
• Ensure customer satisfaction and deliver quarterly account reviews.
• Upsell by positioning additional Arctic Wolf services.
• Advise customers to develop growth plans based on their needs.
• Forecast and communicate risks; develop risk-mitigation plans.

Skills

German language fluency

English language fluency

Technology sales

Consultative selling

Account management

Forecasting & pipeline

Tools

Salesforce

Excel/Spreadsheets

Job description

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. We proudly are a UK Great Place To Work multiple times – 2023, 2024, 2025. 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 (m/f/d) SMB, based remotely in Germany, to help make this happen.

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 & 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

• 3+ years of demonstrated success in a sales role, preferably in a technology organization.

  Field sales experience strongly desired

• 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.

• We are looking for candidates fluent in German and English

Our offer:

All wolves receive compelling compensation and benefits packages, including:

• Equity for all employees

• 30 days annual leave, bank holidays and paid volunteering days off

• Pension plan: BaV Direktversicherung and VwL Vermögenswirksame Leistungen

• Training and career development programs

• Robust Employee Assistance Program (EAP) with mental health service

• Fertility support and paid parental leave

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 (2026). 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.

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.

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 laws and regulations.

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.

The base salary range for this job family is 33,000 to 81,900 EUR 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.