Customer Success Manager - SMB

At Arctic Wolf, you won’t just watch the cybersecurity industry evolve – you'll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. We’re proud to be recognized by Forbes, CNBC, Fortune, CRN, Gartner Peer Insights and IDC Market Scape – but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform.

If you’re looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that’s redefining security operations, Arctic Wolf is the right place for you!

Our mission is simple:
End Cyber Risk. We’re looking for a Customer Success Manager - SMB to be part of making this happen.

The ideal candidate will possess strong communication skills, be a strong negotiator and have experience working with customers to meet their needs and drive growth.

Responsibilities:

Managing a set of SMB 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

Identifying opportunities to upsell to existing customers by positioning additional service offerings.

Effectively negotiating transactions and developing plans for future growth, including leveraging solid domain and product knowledge to facilitate interest in Arctic Wolf expansion.

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 & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible.

Creating and managing automated processes to effectively forecast and communicate at-risk customers.

Working in a highly trusting and transparent team environment

Required

Skills and Experience:

2+ years of demonstrated success in a sales role, preferably in a technology organization.

The ability to be flexible and work in a rapidly changing environment is required

Bachelor’s degree, or combination of education and relevant experience

Aptitude for technology, knowledge of spreadsheet and Salesforce utilization

Fanatical devotion to customer service, business quality, and data security

The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment.

Excellent organizational skills and written/oral communication skills

This position is based in our Eden Prairie, MN office and will require team members work from our corporate office

On-Camera Policy:

To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews.

Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers.

We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.

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 ), Best Places to Work – USA ), Great Place to Work – Canada ), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024).

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…