Customer Success Manager - MSP

Arctic Wolf

Arctic Wolf

Customer Service, Sales & Business Development
Eden Prairie, MN, USA
Posted on Monday, June 24, 2024

Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity. We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience.

Our mission is simple: End Cyber Risk. We’re looking for a CSM - MSP to be part of making this happen.

Position Overview and Objective

The Customer Success Manager - MSP (Managed Service Providers) manages partners and customers who are utilizing and selling AWN Solutions. This role is a key, partner-facing role within Customer Success and is committed to ensuring that customers move positively through the customer lifecycle. This role requires a dedicated professional with an exceptional ability to manage customer relationships and identify and promote expansion opportunities. The Job duties are varied and complex utilizing independent judgment. Ultimately, the customer success manager is responsible for maintaining and growing the revenue from Arctic Wolf’s partner and customer base and ensuring a high level of satisfaction with solution delivery.

Primary Responsibilities and Duties

  • Build and manage relationships with MSP partners as well as customers; maximize the customer lifetime value within assigned portfolio.

  • Act as an advisor to partners by leveraging solid domain and product knowledge of Arctic Wolf service offerings and customer needs to develop plans for future growth.

  • Negotiate transactions on behalf of management using product knowledge and knowledge of customer needs to upsell by positioning additional Arctic Wolf service offerings.

  • Successfully plan and prioritize a high volume of activities and requests to manage customer issues and requests through partner base, 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.

  • Create and manage automated processes to effectively forecast and communicate at-risk customers; build risk mitigation plans to retain such accounts.

  • Demonstrate an ability to navigate complex layers of large organizations identifying influences, detractors, and decision makers withing key accounts.

  • Achieve renewal and expansion targets through consultative selling techniques

  • Identify opportunities to upsell to existing customers by positioning additional service offerings.

  • Ensure customer satisfaction and delivery of monthly account reviews.

Key Skills

  • Strong understanding of MSP’s customer needs and AWN offerings

  • Ability to plan and prioritize

  • Expert influencing skills

  • Ability to communicate effectively with a wide variety of constituencies

  • Aptitude for technology, knowledge of spreadsheet and Salesforce utilization

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

  • Experience working with large, strategic organizations and navigating the complexities that come with them

Minimum Qualifications

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

  • Inside sales or customer success experience required

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

  • Ability to travel up to 25%

Preferred Qualifications

  • Knowledge around Managed Service Providers

  • Field sales experience a plus

  • Experience in a SaaS based technology organization a plus

  • Experience working with channel partners and distributors

About 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’ve been named one of the 50 Most Innovative Companies in the world for 2022 (Fast Company)—and the 2nd Most Innovative Security Company. This is in addition to consecutive awards from Top Workplace USA (2021, 2022), Best Places to Work - USA (2021, 2022) and Great Place to Work - Canada (2021, 2022).

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 diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.

We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.

All wolves receive compelling compensation and benefits packages, including:

· Equity for all employees

· Bonus or commission pay based on role

· Flexible time off, paid volunteer days and paid parental leave

· 401k match

· Medical, Dental, and Vision insurance

· Health Savings and Flexible Spending Agreement

· Voluntary Legal Insurance

· Training and career development programs

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire employee experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing recruiting@arcticwolf.com.

Security Requirements

· Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).

· Background checks are required for this position.