Arctic Wolf is seeking a Customer Success Manager (m/f/d) SMB, based remotely in Germany, to help advance its mission to End Cyber Risk. This key customer‑facing role serves as a trusted advisor for corporate SMB customers using Arctic Wolf’s CyberSOC solution, managing the customer lifecycle, ensuring satisfaction, and identifying and driving expansion opportunities.
Primary responsibilities include managing a set of corporate customers utilizing Arctic Wolf’s CyberSOC solution; achieving renewal and expansion targets through consultative selling techniques; listening to customers and providing feedback to the business; and ensuring customer satisfaction by delivering quarterly account reviews. The Customer Success Manager negotiates on behalf of management to upsell additional Arctic Wolf services using deep product knowledge and understanding of customer needs; acts as an advisor to customers by leveraging strong domain and product knowledge to develop future growth plans; and successfully plans and prioritizes a high volume of activities and requests to manage customer issues and requests.
This role requires following through on customer requests in a timely manner, asking clarifying questions to determine the source and impact of issues, evaluating possible courses of action to make decisions or recommendations, and understanding use cases to coach customers to alternate solutions when appropriate. The Customer Success Manager also creates and manages automated processes to effectively forecast and communicate at‑risk customers and builds risk‑mitigation plans to retain such accounts, directly impacting revenue retention and growth.
Key skills and experience include 3+ years of demonstrated success in a sales role, preferably in a technology organization, with field sales experience strongly desired; strong aptitude for technology and experience using spreadsheets and Salesforce; and a “fanatical” devotion to customer service, business quality, and data security. The ideal candidate thinks out‑of‑the‑box, energizes others with passion, quality, and commitment, and is fluent in both German and English. Arctic Wolf offers equity for all employees, 30 days of annual leave plus bank holidays and paid volunteering days, pension plan benefits (BaV Direktversicherung and VwL Vermögenswirksame Leistungen), training and career development programs, a robust Employee Assistance Program with mental‑health services, fertility support, and paid parental leave, within a collaborative and inclusive culture recognized by multiple workplace awards including Kununu Top Company – Germany 2026.
