Vice President, Concierge Security
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 Vice President, Concierge to be part of making that happen. The Director, Concierge Services plans and directs all aspects of Service delivery for their geography. Location Requirement: Candidates must be based within reasonable commuting distance of one of our Security Operations Centers (SOCs), located in San Antonio, TX; Eden Prairie, MN; Pleasant Grove, UT; or Waterloo, ON. Role Summary We’re looking for a strategic, customer-obsessed leader to transform and scale our Cybersecurity Concierge function. As VP, Concierge Services, you will deliver a premium, high-touch experience that drives measurable security outcomes for customers of all sizes. You’ll define and operationalize a next-generation concierge model—leveraging AI, automation, and data-driven insights—to improve customer value, accelerate response, and strengthen trust. This role blends executive customer engagement, operational excellence, and transformation leadership to elevate both service quality and business impact.
Requirements
- 12+ years in cybersecurity or security operations
- 7+ years leading customer-facing teams
- Proven success scaling service operations and driving transformation
- Strong knowledge of SOC operations, incident response, and security tools (SIEM, SOAR, EDR/XDR)
- Experience with cloud security and modern architectures
- Ability to communicate complex technical concepts to executive audiences
- Executive presence and crisis leadership skills
- Highly collaborative and metrics-driven
- Track record of leveraging AI and emerging technologies to improve outcomes
Nice To Haves
- Experience in cybersecurity SaaS, MSSP, or global technology services environments.
- Familiarity with security frameworks such as NIST, ISO 27001, and SOC2.
- MBA or cybersecurity certifications (CISSP, CISM, GIAC) a plus .
- Experience implementing AI-driven support models, workflow automation, and/ or predictive analytics programs.
Responsibilities
- Strategic Leadership & Transformation Define and execute the vision for a scalable, global concierge program Modernize operations using AI, automation, and predictive analytics Partner cross-functionally to enhance customer experience and outcomes
- Customer & Executive Engagement Act as a trusted advisor to senior customer stakeholders (CISOs, CIOs) Lead executive briefings, escalations, and crisis communications Build long-term relationships that drive trust and retention
- Operational Excellence & Delivery Establish KPIs to improve response times, customer satisfaction, and retention Drive data-driven decision-making and continuous improvement Maintain a high-touch, white-glove service at scale
- Incident & Escalation Leadership Oversee coordination of incident response across internal teams Ensure rapid, effective engagement during critical customer events Translate post-incident insights into operational improvements
- Team Leadership & Collaboration Build and develop high-performing, customer-facing security teams Foster a culture of accountability, innovation, and excellence Act as the voice of the customer across Product, Sales, and Security teams
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
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
Number of Employees
501-1,000 employees
