Customer Success Manager (m/w/d) SMB

Arctic Wolf is seeking a Customer Success Manager (m/w/d) SMB to help end cyber risk by providing exceptional customer service and driving renewal and expansion targets through consultative selling techniques. The role is based remotely in Germany and requires 3+ years of demonstrated success in a sales role, preferably in a technology organization. The team is passionate about delivering innovative security solutions and fostering a collaborative and inclusive work environment.

Requirements

• 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 & 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.

Benefits

• Equity for all employees
• 30 days annual leave, bank holidays and paid volunteering days off
• Pension plan: BaV Direktversicherung and VwL Vermögenswirksame Leistungen
• Training and career development programs
• Robust Employee Assistance Program (EAP) with mental health service
• Fertility support and paid parental leave