Arctic Wolf is seeking a strategic, customer‑obsessed Vice President, Concierge Security to transform and scale its Cybersecurity Concierge function and help advance its mission to End Cyber Risk. Based near a Security Operations Center (SOC) such as San Antonio, TX, this executive leader will deliver a premium, high‑touch experience that drives measurable security outcomes for customers of all sizes by defining and operationalizing a next‑generation concierge model that leverages AI, automation, and data‑driven insights.
This role blends executive customer engagement, operational excellence, and transformation leadership. The VP will set vision and strategy for the global Concierge Security organization; align concierge services with Arctic Wolf’s broader Security Operations and Aurora Platform; and partner closely with Security Services, Product, Sales, Customer Success, and Operations leaders to elevate service quality and business impact. They will design and refine operating models, processes, and metrics to improve customer value, accelerate incident response, and strengthen trust; build and lead high‑performing global concierge teams; and ensure consistent, outcome‑driven delivery across regions and customer segments.
Key responsibilities include:
Leading and transforming the Cybersecurity Concierge function for a premium, high‑touch customer experience.
Scaling service operations, ensuring alignment with SOC operations, incident response, and security tools such as SIEM, SOAR, and EDR/XDR.
Defining KPIs and dashboards, driving a metrics‑driven culture focused on customer outcomes, retention, and expansion.
Leveraging AI, workflow automation, and predictive analytics to improve efficiency and effectiveness of concierge services.
Partnering with executive stakeholders and presenting to C‑suite customers, translating complex technical concepts into clear business value
Required skills and experience include at least 12+ years in cybersecurity or security operations; 7+ years leading customer‑facing teams; proven success scaling service operations and driving transformation; strong knowledge of SOC operations, incident response, and security tools (SIEM, SOAR, EDR/XDR); experience with cloud security and modern architectures; and demonstrated executive presence, crisis leadership, and highly collaborative, metrics‑driven management. Preferred qualifications include experience in cybersecurity SaaS, MSSP, or global technology services; familiarity with frameworks such as NIST, ISO 27001, and SOC 2; MBA or cybersecurity certifications (CISSP, CISM, GIAC); and prior work implementing AI‑driven support models, workflow automation, and predictive analytics programs. Arctic Wolf offers a transparent base salary range, variable incentive compensation, new hire equity grants, and a comprehensive benefits package within a diverse and inclusive culture recognized for being a great place to work.
