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 the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award. 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 a Lead Business Systems Manager to be a part of making this happen.
Location
Based out of HQ - Eden Prairie, Minnesota, USA (Hybrid role, 3 days a week in office)
About the Role
As a Lead Business System Manager aligned to the Customer Success Management (CSM) function, you will deliver technical strategic, scalable, and data-driven solutions that empower the CSM organization. You will serve as the technical product owner for CSM technology, driving its roadmap, configuration, and integration strategy to support customer lifecycle management, retention, and expansion initiatives.
Responsibilities
Lead cross-functional, complex project initiatives focused on enhancing Customer Success capabilities through business systems, with a primary focus on CSM tools
Serve as the strategic technical lead for CSM technologies, overseeing its configuration, integration, and optimization to support CSM workflows, health scoring, journey orchestration, and customer insights.
Partner closely with Customer Success leadership to understand business goals and translate them into scalable system solutions.
Design and implement high-level configuration changes across CSM tools and related systems, ensuring alignment with CSM strategy.
Provide technical guidance and mentorship to business systems managers supporting CSM tools and processes.
Harmonize data integration flows between CSM Tools and other enterprise systems to ensure a unified view of the customer (i.e. Salesforce, BI tools).
Collaborate with development teams to transform business requirements into technical solutions that meet standards for scalability, data integrity, and security.
Propose and lead the implementation of new tools and processes that streamline Customer Success operations and improve customer outcomes.
Develop and maintain a solution roadmap for CSM technologies, aligned with both short-term priorities and long-term business goals.
Lead evaluations and vendor management for CSM-related technologies.
Provide training and change management leadership to CSM teams on new processes and tools.
Ensure systems and processes comply with business goals, data governance, and regulatory requirements.
Who You Are
Hands-on experience with CSM Tool administration, configuration, and strategy (i.e. Gainsight, Planhat)
Strong understanding of Customer Success processes, including onboarding, adoption, health scoring, renewals, and expansion.
Strong project management and business analysis background.
Technical knowledge related to data architecture, integrations, and business applications.
Familiarity with Salesforce and its integration with CSM tools (i.e. Gainsight, Planhat)
Excellent communication skills with the ability to translate technical concepts into business value.
Self-starter with a collaborative mindset and a passion for improving customer outcomes through technology.
Minimum Qualifications
6+ years of experience with business systems, with at least 3 years supporting technology for Customer Success or post-sales functions.
On-Camera Policy
To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews.
Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers.
We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
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 (2021-2025), 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 (2024-2026). 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 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 [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 laws and regulations.
Top Skills
What We Do
The cybersecurity industry has an effectiveness problem. Every year new technologies, vendors, and solutions emerge, and yet despite this constant innovation we continue to see high profile breaches in the headlines. All organizations know they need better security, but the dizzying array of options leave resource-constrained IT and security leaders wondering how to proceed. At Arctic Wolf, our mission is to End Cyber Risk through effective security operations. To achieve this, we believe that organizations must do three key things:
