Customer Success Manager SMB

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 (SMB), based remotely in the Netherlands or Belgium, to help make this happen.

Position Overview

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 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.

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 Dutch and English

Our offer

• Company shares for everyone – Our attractive compensation package includes company shares, giving every team member a direct stake in our success.

• Our team, the pack – Join an international, diverse, and inclusive environment where we live positively both in and out of the office.

• Flexibility for work and life – We offer flexible working hours that give our team members maximum freedom to balance work and personal life.

• Further development – We support professional growth with regular training, certifications, and opportunities for advancement. In our fast-growing company, internal mobility is encouraged.

• Social events – Enjoy regular team gatherings, including our legendary Arctic Wolf parties.

At Arctic Wolf, we foster a collaborat