Vice President, Concierge Security

Location Requirement

Candidates must be based within reasonable commuting distance of one of our SOCs in San Antonio, TX; Eden Prairie, MN; Pleasant Grove, UT; or Waterloo, ON.

Role Summary

Vice President, Concierge Services will lead a premium, high‑touch cybersecurity experience, managing a global concierge program that leverages AI, automation, and data‑driven insights to deliver measurable security outcomes for customers of all sizes.

Responsibilities

• Define and execute a vision for a scalable, global concierge program.
• Modernize operations using AI, automation, and predictive analytics.
• Partner cross‑functionally to enhance customer experience and outcomes.
• 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.
• 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.
• Oversee coordination of incident response across internal teams.
• Ensure rapid, effective engagement during critical customer events.
• Translate post‑incident insights into operational improvements.
• 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.
• 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 with 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).
• Experience implementing AI‑driven support models, workflow automation, or predictive analytics programs.

Compensation and Benefits

• Base salary range: $218,000 to $326,000 USD annually.
• Variable incentive compensation and new‑hire equity grants.
• Equity for all employees.
• Flexible time off and paid volunteer days.
• 401(k) match and RRSP match.
• Training and career development programs.
• Comprehensive private benefits (medical, mental health, dental, disability, life and AD&D).
• Robust Employee Assistance Program.
• Fertility support and paid parental leave.

Equal Opportunity Statement

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 and providing accommodations as required.