Vice President, Concierge Security
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Overview
Job Description
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 Vice President, Concierge to be part of making that happen. The Director, Concierge Services plans and directs all aspects of Service delivery for their geography.
Location Requirement: Candidates must be based within reasonable commuting distance of one of our Security Operations Centers (SOCs), located in San Antonio, TX; Eden Prairie, MN; Pleasant Grove, UT; or Waterloo, ON.
Role Summary
We’re looking for a strategic, customer-obsessed leader to transform and scale our Cybersecurity Concierge function. As VP, Concierge Services, you will deliver a premium, high-touch experience that drives measurable security outcomes for customers of all sizes.
You’ll define and operationalize a next-generation concierge model—leveraging AI, automation, and data-driven insights—to improve customer value, accelerate response, and strengthen trust. This role blends executive customer engagement, operational excellence, and transformation leadership to elevate both service quality and business impact.
As a Vice President, Concierge Security, you will:
Strategic Leadership & Transformation
- Define and execute the vision for a scalable, global concierge program
- Modernize operations using AI, automation, and predictive analytics
- Partner cross-functionally to enhance customer experience and outcomes
Customer & Executive Engagement
- Act as a trusted advisor to senior customer stakeholders (CISOs, CIOs)
- Lead executive briefings, escalations, and crisis communications
- Build long-term relationships that drive trust and retention
Operational Excellence & Delivery
- Establish KPIs to improve response times, customer satisfaction, and retention
- Drive data-driven decision-making and continuous improvement
- Maintain a high-touch, white-glove service at scale
Incident & Escalation Leadership
- Oversee coordination of incident response across internal teams
- Ensure rapid, effective engagement during critical customer events
- Translate post-incident insights into operational improvements
Team Leadership & Collaboration
- Build and develop high-performing, customer-facing security teams
- Foster a culture of accountability, innovation, and excellence
- Act as the voice of the customer across Product, Sales, and Security teams
Required Skills and Experience:
- 12+ years in cybersecurity or security operations
- 7+ years leading customer-facing teams
- Proven success scaling service operations and driving transformation
Expertise
- Strong knowledge of SOC operations, incident response, and security tools (SIEM, SOAR, EDR/XDR)
- Experience with cloud security and modern architectures
- Ability to communicate complex technical concepts to executive audiences
Leadership
- Executive presence and crisis leadership skills
- Highly collaborative and metrics-driven
- Track record of leveraging AI and emerging technologies to improve outcomes
Preferred Qualifications:
- Experience in cybersecurity SaaS, MSSP, or global technology services environments.
- Familiarity with security frameworks such as NIST, ISO 27001, and SOC2.
- MBA or cybersecurity certifications (CISSP, CISM, GIAC) a plus.
- Experience implementing AI-driven support models, workflow automation, and/or predictive analytics programs.
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 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 laws and regulations.
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