Customer Success Manager

• Our mission is simple: End Cyber Risk. We’re looking for a Customer Success Manager (m/f/d) Commercial, based remotely in Germany, to help make this happen
• The Customer Success Manager serves as a trusted advisor for corporate customers utilising Arctic Wolf’s solutions
• This role is a key, customer-facing role within Customer Success and is committed to ensuring that customers move positively through the customer lifecycle
• The Job duties are varied and complex utilising independent judgment
• Ultimately, the customer success manager is responsible for maintaining and growing the revenue from Arctic Wolf’s customer base and ensuring a high level of satisfaction with solution delivery
• Managing a set of corporate customers who are utilising 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 prioritising 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

Benefits

• Equity For All Employees: Our salary and benefits packages always include equity, so every employee has a stake in the company’s success
• Pack Unity: We’re on a mission to foster a diverse, equitable, and inclusive workplace and to create positive change in and out of the office
• Professional Development: Arctic Wolf mentors and trains its employees to help their career growth, and encourages and supports employee efforts to enhance their skills and competency through coursework and training
• Flexible Paid Time Off: Arctic Wolf believes that employees should have the opportunity to enjoy time away from work on a flexible basis. Employees are given accountability and authority within their job responsibilities, why not with their flexible time off? We encourage diversity and the ability for you to celebrate the days in the year that are important to you
• Family Forming Benefits: Your family is a part of our Pack, which is why in addition to comprehensive health benefits, we provide access to personalized family-forming support for employees exploring fertility health, those pursuing parenthood, those already pregnant, and other family related benefits
• Volunteer Time Off: As we seek to End Cyber Risk, we also seek to give back to the communities around us, so the world is a safer and better place for all to thrive. All pack members have 3 days of volunteer time off (VTO) to use to give back to their communities in a way that is meaningful to them

• This role requires a dedicated professional with an exceptional ability to manage customer relationships and identify and promote expansion opportunities
• 5+ years of demonstrated success in a sales role, preferably in a technology organisation
• Thinks out-of-the-box and energises others with passion, quality, and commitment
• We are looking for candidates fluent in German and English
• Field sales experience strongly desired
• Aptitude for technology, knowledge of spreadsheet and Salesforce utilisation
• Fanatical devotion to customer service, business quality, and data security
• The ability to be flexible and work in a rapidly changing environment is required