RVP, Customer Experience

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. 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 an RVP, Customer Experience to be part of making that happen.  

We are seeking a visionary and strategic Vice President of Customer Experience (CX) to lead and elevate our end-to-end customer journey. This role is responsible for designing and executing strategies that drive customer satisfaction, loyalty, and long-term value. You will support all customer-facing teams, including Customer Success, Deployment and Security Services ensuring an exceptional customer experience at every touchpoint.

 Responsibilities: 

• Strategy & Leadership: Define and execute the company’s global customer experience strategy aligned with business objectives and customer needs.
• Customer Journey Ownership: Map and continuously optimize the entire customer lifecycle — from onboarding and adoption to retention and expansion.
• Monitor, track, and resolve escalated customer support cases.
• Cross-Functional Collaboration: Partner with Product, Sales, Marketing, and Engineering teams to ensure a seamless and cohesive customer experience.
• Customer Advocacy: Develop programs to gather customer feedback, drive Net Promoter Score (NPS) improvements, and amplify the voice of the customer across the organization.
• Operational Excellence: Establish KPIs, metrics, and reporting frameworks to measure and enhance customer satisfaction, retention, and growth.
• Executive Engagement: Serve as a trusted advisor to key accounts and represent the customer perspective in executive-level discussions.
• Technology & Innovation: Leverage modern CX tools and technologies to enhance customer interactions, support scalability, and drive efficiencies.
• Collaborate with frontline support teams to address complex customer issues.
• Act as the main contact for high-priority customer escalations.
• Analyze customer feedback and support trends to identify root causes.
• Develop strategies to prevent recurring support issues.
• Mentor and guide support team members handling difficult cases.
• Handle sensitive customer information with confidentiality and care.

Required Skills and Experience: 

• 7+ years of progressive leadership experience in Customer Experience, Customer Success, or related functions within the cybersecurity or enterprise SaaS industry.
• Proven track record of driving customer satisfaction, retention, and expansion in a high-growth environment.
• Strong understanding of cybersecurity challenges and enterprise customer needs.
• Exceptional leadership, communication, and stakeholder management skills.
• Experience with customer journey mapping, CX metrics (CSAT, NPS, CES), and digital customer engagement strategies.
• Ability to think strategically while executing with attention to detail.
• Adept at managing change in a dynamic, fast-paced environment.
• Thinking out-of-the-box and energize others with passion, quality and commitment.
• Familiarity with customer success platforms (e.g., Gainsight, Totango) and support systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong analytical mindset with the ability to translate data into actionable insights.
• The ability to be flexible and work in a rapidly changing environment is required
• Delivers amazing results through cross team collaboration, as well as strong creative, multi-tasking, problem solving and organizational skills
• This position is based in our Minneapolis office and will require team members work from our corporate office

About Arctic Wolf:

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 W