Director, Customer Success - Commercial

Arctic Wolf Networks • Eden Prairie, MN

1d • Onsite

About The Position

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 a Director, Customer Success - Commercial to be part of making this happen. This role is based at our headquarters in Eden Prairie, MN, and requires an in-office presence.

Requirements

• 5+ years of proven leadership and people management experience, with a track record of developing and motivating high-performing teams
• 5+ years of successful sales experience, ideally within a technology-focused organization
• Demonstrated quota attainment and revenue growth success in a quota-carrying role
• Channel and partner management experience strongly preferred
• Ability to thrive in a fast-paced, rapidly changing environment while maintaining focus and adaptability
• Bachelor’s degree (or an equivalent combination of education and relevant experience)
• Strong technical aptitude, with proficiency in spreadsheets and CRM tools (Salesforce experience preferred)
• Commitment to delivering exceptional customer service while maintaining the highest standards of business quality and data security
• Creative, strategic thinker who inspires passion, quality, and commitment in others
• Excellent organizational, communication, and presentation skills
• Willingness to travel up to 15% (passport required)

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers to drive customer retention, growth, and adoption of Arctic Wolf services.
• Guide the team in achieving renewal and expansion targets through consultative, value-based selling strategies.
• Act as the voice of the customer by gathering feedback and collaborating with cross-functional business leaders to influence improvements.
• Oversee customer account health by ensuring satisfaction and the successful execution of quarterly business reviews.
• Support CSMs in identifying and positioning upsell opportunities that align with customer needs and Arctic Wolf’s solutions.
• Provide guidance on complex negotiations and long-term account growth strategies, leveraging deep product and industry expertise.
• Ensure operational excellence by helping the team effectively prioritize and manage a high volume of customer requests, while resolving issues promptly and coaching customers toward optimal solutions.
• Own and manage the team’s forecasting process, delivering accurate insights on renewals, expansions, and churn risk to the business.

Benefits

• Equity for all employees
• Flexible time off and paid volunteer days
• RRSP and 401k match
• Training and career development programs
• Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
• Robust Employee Assistance Program (EAP) with mental health services
• Fertility support and paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees