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Customer Success Director

Arctic Wolf
On-site
Newcastle upon Tyne, United Kingdom

Customer Success Director

office-based, Newcastle/UK  

About Us

The unicorn company Arctic Wolf was founded in the USA in 2012 and is a leader in security operations in an exciting and fast-growing industry - cybersecurity. Our commitment to customer and employee satisfaction, combined with a stable track record characterised by doubling our sales and employee numbers for five consecutive years, have made us an industry leader. In April 2021, we decided to expand globally with the goal of providing companies worldwide with first-class protection. Arctic Wolf is therefore a global leader in security operations, delivering the first cloud-native security operations platform to end cyber risk. Powered by threat telemetry spanning endpoint, network, and cloud sources, the Arctic Wolf® Security Operations Cloud ingests and analyses trillions of security events each week to enable critical outcomes for most security use cases.

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

 

Primary Responsibilities and Duties

Own delivery of the onboarding experience for ArcticWolf Customers.

Transform the professional services team through its increased growth to a proactive
based culture enabling the team to deliver implementations with more efficiency and
with a high degree of customer communication and interaction.

Lead a team that creates and maintain project plans, tracks customer requirements and translates customer requests into project deliverables.

Improve customer satisfaction so that implementations can be highlighted (featured) in
the sales process with customers.
Prepare the professional services team to handle larger more complex customer
implementations in addition to maximising efficiency for the low end less complex
implementations.
Regularly evaluate internal and external customer satisfaction then create strategies to
continually upgrade the quality of service.
Resolve all customer (internal and external) implementation frustrations by training the
entire professional services team on effective communication, problem resolution,
setting proper expectations and follow through on resolution.
Key Skills
Aptitude for technology knowledge, spreadsheet and Salesforce utilisation; previous
experience with project management tools.
Fanatical devotion to customer service, business quality, and data security.
Thinks out-of-the-box and energises others with passion, quality and commitment.
10+ years of experience leading Professional Services teams
Experience developing processes and managing projects in a technology-based service
organisation desired

Why Arctic Wolf?

At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally.  We offer all wolves a compelling compensation and benefits packages, including 28 days per year annual leave, 8 bank holidays, paid time off to volunteer together with a comprehensive private medical and life insurance, pension, and company equity shares. Also, we want to ensure all employees to have a good work-life balance offering a robust Employee Assistance Programme, professional career progression and so much more! Come join the Pack during this exciting time of rapid growth where every employee makes a difference, and their contributions are recognised and rewarded.

Apply now
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