Customer Success Manager

Arctic Wolf; Newcastle upon Tyne; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading cybersecurity firm in the UK is seeking a Customer Success Manager based in Newcastle. This role involves managing corporate clients using CyberSOC solutions, ensuring renewals and satisfaction, and negotiating additional services. The ideal candidate has over 5 years of sales experience in a tech environment. Along with competitive compensation, the firm offers extensive benefits and opportunities for career development.

Benefits

Equity for all employees

28 days annual leave plus 8 bank holidays

Pension plan employer match

Training and career development

Comprehensive private benefits plan

Fertility support and paid parental leave

Qualifications

• 5+ years of success in a sales role, preferably in technology.
• Field sales experience desired.

Responsibilities

• Manage a set of corporate customers using CyberSOC solutions.
• Achieve renewal and expansion targets through consultative selling.
• Ensure customer satisfaction and conduct quarterly account reviews.
• Negotiate for upselling additional services.
• Plan and prioritize customer requests and issues.

Skills

Flexibility in a changing environment

Knowledge of spreadsheet and Salesforce

Customer service focus

Innovative thinking

Job description

**Position Overview and Objective****Primary Responsibilities and Duties**Managing a set of corporate customers who are utilizing Arctic Wolf’s CyberSOCsolution.Achieving renewal and expansion targets through consultative selling techniquesListening 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 ofcustomer needs to upsell by positioning additional Arctic Wolf service offerings.Acting as an advisor to customers by leveraging solid domain and product knowledge ofArctic Wolf service offerings and customer’s needs to develop plans for future growth.Successfully planning and prioritizing a high volume of activities and requests tomanage customer issues and requests, including following through on requests in atimely manner, asking clarifying questions to determine the correct source and impact ofissues, comparing, and evaluating possible courses of conduct to make decisions orrecommendations and understanding use cases to coach customers to alternatesolutions when possible.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 an Customer Success Manager**, based in Newcastle** to be part of making this happen.Creating and managing automated processes to effectively forecast and communicateat-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.**Key Competencies**Minimum Qualifications5+ years of demonstrated success in a sales role, preferably in a technologyorganization.Field sales experience strongly desired**Preferred Qualifications**Environment and Physical DemandsWork 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 RequirementsTypically 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 leaveWe 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. See more about our Pack Unity .**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.At Arctic Wolf, we recognize that success comes from delighting our customers. We believe in being lean – in constantly building, measuring, and learning in all aspects of our business. We truly value people. All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees.Arctic Wolf is focused on building a workforce that is diverse and inclusive. If you’re excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply. We review all applications.Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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 recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require a reasonable accommodation for any part of the application or hiring process, you may make a request by calling the Arctic Wolf general contact number at 1-888-272-8429 and asking to speak to Recruiting, or by emailing [e-mail].