RVP, Customer Experience - Arctic Wolf : Job Details

At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on theForbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60lists, and we recently took home the2024 CRN Products of the Yearaward. We're proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN's Products of the Year award in the inaugural Security Operations Platform category. Join a company that's not only leading, but also shaping, the future of security operations.

Our mission is simple: End Cyber Risk. We're looking for an RVP, Customer Experience to be part of making that happen.

We are seeking a visionary and strategic Vice President of Customer Experience (CX) to lead and elevate our end-to-end customer journey. This role is responsible for designing and executing strategies that drive customer satisfaction, loyalty, and long-term value. You will support all customer-facing teams, including Customer Success, Deployment and Security Services ensuring an exceptional customer experience at every touchpoint.

Responsibilities:

• Strategy & Leadership: Define and execute the company's global customer experience strategy aligned with business objectives and customer needs.
• Customer Journey Ownership: Map and continuously optimize the entire customer lifecycle — from onboarding and adoption to retention and expansion.
• Monitor, track, and resolve escalated customer support cases.
• Cross-Functional Collaboration: Partner with Product, Sales, Marketing, and Engineering teams to ensure a seamless and cohesive customer experience.
• Customer Advocacy: Develop programs to gather customer feedback, drive Net Promoter Score (NPS) improvements, and amplify the voice of the customer across the organization.
• Operational Excellence: Establish KPIs, metrics, and reporting frameworks to measure and enhance customer satisfaction, retention, and growth.
• Executive Engagement: Serve as a trusted advisor to key accounts and represent the customer perspective in executive-level discussions.
• Technology & Innovation: Leverage modern CX tools and technologies to enhance customer interactions, support scalability, and drive efficiencies.
• Collaborate with frontline support teams to address complex customer issues.
• Act as the main contact for high-priority customer escalations.
• Analyze customer feedback and support trends to identify root causes.
• Develop strategies to prevent recurring support issues.
• Mentor and guide support team members handling difficult cases.
• Handle sensitive customer information with confidentiality and care.

Required Skills and Experience:

• 7+ years of progressive leadership experience in Customer Experience, Customer Success, or related functions within the cybersecurity or enterprise SaaS industry.
• Proven track record of driving customer satisfaction, retention, and expansion in a high-growth environment.
• Strong understanding of cybersecurity challenges and enterprise customer needs.
• Exceptional leadership, communication, and stakeholder management skills.
• Experience with customer journey mapping, CX metrics (CSAT, NPS, CES), and digital customer engagement strategies.
• Ability to think strategically while executing with attention to detail.
• Adept at managing change in a dynamic, fast-paced environment.
• Thinking out-of-the-box and energize others with passion, quality and commitment.
• Familiarity with customer success platforms (e.g., Gainsight, Totango) and support systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong analytical mindset with the ability to translate data into actionable insights.
• The ability to be flexible and work in a rapidly changing environment is required
• Delivers amazing results through cross team collaboration, as well as strong creative, multi-tasking, problem solving and organizational skills
• This position is based in our Minneapolis office and will require team members work from our corporate office

About Arctic Wolf:

At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry.

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
• Flexible time off and paid volunteer days
• RRSP and 401k match
• Training and career development programs
• Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
• Robust Employee Assistance Program (EAP) with mental health services
• Fertility support and paid parental leave

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 entireemployeeexperience as accessible as possible and provideaccommodationsas 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 [email protected] .

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.
• This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.

At Arctic Wolf, we recognize that success comes from delighting our customers. We believe in being lean – in constantly building, measuring, and learning in all aspects of our business. We truly value people. All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees.

Arctic Wolf is focused on building a workforce that is diverse and inclusive. If you're excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply. We review all applications.

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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 recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require a reasonable accommodation for any part of the application or hiring process, you may make a request by calling the Arctic Wolf general contact number at 1-888-###-#### and asking to speak to Recruiting, or by emailing [email protected] .