As a Senior Customer Success Manager, you will help our customers derive maximum value from their investment in LogScale/Next-Gen SIEM product suite. As their trusted advisor and advocate, you will gain a deep understanding of their business and objectives, leading to project success, retention and growth with their CrowdStrike products.

To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem-solving skills.

What You'll Do:

As a Senior Customer Success Manager, you will:

• Build and foster relationships with customers within your book of business while driving engagement, retention and growth.

• Proactively support your customers by driving business outcomes, identifying opportunities, and surfacing feature requests and insights to our product and engineering teams. When things go off track, you’ll notice and take action.

• Create success plans built around the customer’s desired outcomes and drive product adoption. Identify measurable goals and timelines to help customers onboarding and grow.

• Manage renewal risk and collaborate with sales executive teams to remediate and ensure a successful renewal and upsell of product across assigned territory

• Conduct strategic business reviews to align on business priorities, product roadmap, customer satisfaction, usage patterns and best practices.

• Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

• Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.

• Drive escalations with executive management and stakeholders

• Help drive customer references and evangelize customer success stories.

• Drive customer value and expansion while maintaining a trusted relationship.

• Create knowledge base content to capture new learning for reuse throughout the company and user base.

• Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.

What You'll Need:

• Bachelor’s Degree or equivalent experience

• Minimum of 3 years of experience in a CSM or TAM role

• 2+ years experience in SIEM and SOAR technologies

• Knowledge of enterprise web technologies, security and cutting-edge infrastructures

• Excellent customer service skills and ability to quickly establish technical credibility with customers

• Excellent communication skills, written and verbal

• Proven problem-solving skills

• Collaborative attitude

• Ability to travel up to 25%

• Commitment to customer success

Bonus Points:

• 5+ years of Customer Success/Support/Technical Account Management experience in SaaS organization

• Strong familiarity with current concepts and technologies in at least one of these areas: DevOps, IT operations, Security, and Cloud

• Experience managing software integration projects.

• Prior experience in the log management space

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