Senior Customer Experience Programs Manager

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. 

The Program Manager provides organizational clarity across the business by acting as a key liaison between senior leadership and cross-functional teams. This role is responsible for translating strategic priorities into structured Customer Experience (CX) programs that drive efficiency, accountability, and measurable outcomes.

The Program Manager leads and aligns cross-functional product and service teams, using strong business acumen and a deep understanding of Customer Experience and Customer Success processes to navigate complexity, minimize risk, and reduce waste. Success in this role depends on exceptional communication and relationship-building skills, the ability to influence senior leaders, and the confidence to lead through ambiguity. By emphasizing team strengths and fostering collaboration, the Program Manager ensures programs stay focused, effective, and aligned to business objectives.

Primary Responsibilities and Duties

• Strategic Execution – Guide CX programs from concept through launch, ensuring alignment with organizational goals and quality outcomes. Make recommendations on how best to achieve strategy by making sure the team and organization understand desired goals, what success looks like and by ensuring there are clearly established priorities.

• Program Orchestration, Alignment and Communication - Simultaneously facilitate 5-7 major programs at any given time while understanding how the program delivery complexities fit into the bigger product & service delivery vision. This will include planning and managing the timely delivery and operationalization of key customer experience motions. This position centralizes coordination between the business, sales, channel, customer success, demand and sales development by orchestrating progress from inception to delivery while ensuring alignment. Program managers act as the primary communication liaison for each program by facilitating critical conversations, taking responsibility for shared understanding of status and radiating that information in a consistent and consumable way to stakeholders. Program managers escalate and manage dependencies, issues and risks and ensure action plans are in place and collaborate with other departments to meet target milestones.

• Organizing for Success – For each program, ensure that a charter is established with clear objectives, resources, deliverables, and definitions of success; and that all stakeholders are aware of, and aligned with, scope and target milestones. Ensure that the team understands the plan and target milestones. Ensure program level activities are well understood through a regular cadence of team and executive communications, documentation, metrics and processes.

• Meeting Facilitation – Demonstrate excellent facilitation skills in moderating meetings. Examples include engaging all participants to facilitate their best contribution, sending agendas ahead of time, establishing clear objectives, managing the process to realize these objectives, capturing key content, and following up promptly on all action items.

• Analytics and Tools – Using an understanding of business outcomes and the principles of effective delivery, leverage analytics to radiate actionable information throughout the organization from the team to executive level. Leverage tool capabilities to automate and simplify program activities. Partners with Sales Analytics team to align on core KPIs and metrics that act as the source of truth for the organization. Leverage Salesforce, Gainsight, Planhat, and Tableau to track performance and automate activities.

• Team Participation & Continuous Improvement - Actively contribute to the cohesion and effectiveness of the program management team by adding new ideas, sharing successes and failures, and showing up with a continuous improvement mindset.

Key Skills

• Strong program and project management expertise. Ability to influence and build trust across multi-disciplinary teams and senior leadership. Analytical mindset with experience leveraging data for decision-making.

• Some ability to assess risk and, with guidance, drive change management at the program, project, and cross-functional levels.

Minimum Qualifications

• 5+ years of experience in Customer Experience, Customer Success, or Program Management

• Experience communicating and representing work to senior leadership, framing discussions to gain valuable feedback, and experience working with technical management teams to develop systems, solutions, and products.

• Analytical and problem-solving experience with large-scale systems.

• Proficient in building trust and establishing relationships across multi-disciplinary teams.

• Aptitude towards establishing and leading teams through multi-disciplinary relationships including sales, customer success, deployment, channel, sales development, product marketing, demand and product organizations.

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.

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 

• 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 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.  

• 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.