Sr. Product Manager leading vision and strategy for Smartsheet's security offerings. Managing enterprise security products while ensuring compliance and driving product adoption.
About the role
- Vice President, Concierge Security at Arctic Wolf transforming cybersecurity concierge services using AI and operational excellence. Strategic role focusing on customer engagement, operational excellence, and team leadership.
Responsibilities
- 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
- 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.
Requirements
- 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
- Executive presence and crisis leadership skills
- Highly collaborative and metrics-driven
- Track record of leveraging AI and emerging technologies to improve outcomes
- 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.
Benefits
- 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
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