Customer Success Manager (m/w/d)

Ready to further your career in the fast-paced, exciting world of cyber security?

Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience. 
 
Our mission is simple: End Cyber Risk. We’re looking for a Manager, Security Operations, to be part of making this happen.   
 

About the Role

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. This role requires a dedicated professional with an exceptional ability to manage customer relationships and identify and promote expansion opportunities. The role 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. Importantly the role is based in Germany and it is essential that the successful applicant is fluent in German and English

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

• Fluent in German and English
• 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.

Key Competencies

• Minimum Qualifications 5+ years of demonstrated success in a sales role, preferably in a technology organisation.
• Field sales experience strongly desired

Our offer

• Company shares for everyone: Our attractive salary package also includes company shares so that every employee has a direct stake in our success.
• Our team, the pack: We offer an international, diverse, and inclusive work environment and live positive, creative change - in and out of the office
• Remote Work Opportunities: Arctic Wolf has always sought the best talent we can find, and is open to having employees work remotely when it is the right fit. We offer mobile working where possible. Some employees work 100% remotely others hybrid. Few are always in the office
• An attractive workplace: Our office is in an attractive location in Frankfurt's great skyline. We work with Macs and have the latest IT equipment.
• Flexibility for work and free time: We have trust working hours that offer our wolves the greatest possible flexibility. For free time, we offer our 30 days of vacation as well as additional days off, including sabbaticals.
• Further development: We support employees with regular training and certifications. We support professional development and promote internal employees - in our fast-growing company there are great opportunities for advancement quickly
• Regular social events, including our legendary Arctic Wolf parties.

Check out our Image-Video at the bottom of this page to get to know some Wolfes and learn more about our us.

Our Values:

At Arctic Wolf we’re cultivating a col