At a Glance
- Tasks: Manage corporate customers and ensure their success with our CyberSOC solution.
- Company: Join Arctic Wolf, a leader in cybersecurity innovation and a Great Place to Work.
- Benefits: Enjoy equity, 28 days leave, health benefits, and career development opportunities.
- Other info: Dynamic work environment with a focus on diversity and inclusion.
- Why this job: Be part of a mission to end cyber risk and make a real impact.
- Qualifications: 5+ years in sales, preferably in tech, with a passion for customer service.
The predicted salary is between 60000 - 70000 £ per year.
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, based in Newcastle to be part of making this happen.
Position Overview and Objective
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 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.
Key Skills
- 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.
Minimum Qualifications
- 5+ years of demonstrated success in a sales role, preferably in a technology organization.
- Field sales experience strongly desired.
Preferred Qualifications
Environment and Physical Demands
- Work is primarily sedentary in nature and can be executed sitting or standing positions in an office environment.
- Requires ability to utilize technology related to using a keyboard, verbal communication, and work with device screens which require visual acuity.
- If located in a company office, often requires the mobility to physically navigate the space.
- In the event of business travel, mobility sufficient to utilize public and private transport and navigate to essential locations.
- May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper).
Travel Requirements
- Typically 10% or less of business travel.
Our offer:
- All wolves receive compelling compensation and benefits packages, including:
- Equity for all employees.
- 28 days annual leave, 8 bank holidays and paid volunteering days off.
- Pension plan employer match.
- Training and career development programs.
- Robust Employee Assistance Program (EAP) with mental health service.
- Comprehensive private benefits plan including medical insurance, virtual GP, optical and dental cashback, life insurance (4x basic salary) and group income protection.
- Fertility support and paid parental leave.
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. We also believe and practice corporate responsibility. 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 (2021-2025), Best Places to Work – USA (2021-2025), Great Place to Work – Canada (2021-2025), Great Place to Work – UK (2025), and Kununu Top Company – Germany (2021-2025). 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 that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.
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.
Security Requirements
Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity, and availability of AWN business information (in accordance with our employee handbook and corporate policies). Background checks are required for this position. This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these laws and regulations.
Have we sparked your interest? Then send us your CV and your references.
The base salary range for this job family is 28,200 to 63,000 GBP annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.
Customer Success Manager employer: Arctic Wolf Networks
At Arctic Wolf, we pride ourselves on being a leading employer in the cybersecurity sector, offering a dynamic and inclusive work culture that values diversity and innovation. Our Newcastle office provides employees with exceptional benefits, including equity for all, generous annual leave, and robust training programs, ensuring ample opportunities for personal and professional growth. Join us in our mission to end cyber risk while enjoying a supportive environment that celebrates unique perspectives and fosters collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arctic Wolf Networks. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arctic Wolf Networks before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arctic Wolf Networks:Your cover letter is your chance to shine! Tell us why you want to work at Arctic Wolf Networks specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arctic Wolf Networks!
How to prepare for a job interview at Arctic Wolf Networks
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
