Director, Customer Success - Enterprise

Director, Customer Success - Enterprise

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 Years 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 - Enterprise to be part of making this happen.

Responsibilities :

• Lead, coach, and develop a team of Customer Success Managers to drive customer retention, growth, and adoption of Arctic Wolf services.
• Guide the team in achieving renewal and expansion targets through consultative, value-based selling strategies.
• Act as the voice of the customer by gathering feedback and collaborating with cross-functional business leaders to influence improvements.
• Oversee customer account health by ensuring satisfaction and the successful execution of quarterly business reviews.
• Support CSMs in identifying and positioning upsell opportunities that align with customer needs and Arctic Wolf's solutions.
• Provide guidance on complex negotiations and long-term account growth strategies, leveraging deep product and industry expertise.
• Ensure operational excellence by helping the team effectively prioritize and manage a high volume of customer requests, while resolving issues promptly and coaching customers toward optimal solutions.
• Own and manage the team's forecasting process, delivering accurate insights on renewals, expansions, and churn risk to the business.

Required Skills and Experience :

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 thatby protecting people's and organizations' sensitive data and seeking to end cyber riskwe 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 :

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 recruiting@arcticwolf.com.

Security Requirements