Posted:
11/12/2024, 4:00:00 PM
Location(s):
British Columbia, Canada ⋅ Nova Scotia, Canada ⋅ Alberta, Canada ⋅ Ontario, Canada ⋅ New Brunswick, Canada
Experience Level(s):
Senior
Field(s):
Customer Success & Support ⋅ Sales & Account Management
Workplace Type:
Remote
#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.
About the Role:
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 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
#LI-Remote
#LI-RL1
Benefits of Working at CrowdStrike:
Remote-first culture
Market leader in compensation and equity awards
Competitive vacation and flexible working arrangements
Comprehensive and inclusive health benefits
Physical and mental wellness programs
Paid parental leave, including adoption
A variety of professional development and mentorship opportunities
Offices with stocked kitchens when you need to fuel innovation and collaboration
CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at [email protected] for further assistance.
Find out more about your rights as an applicant.
CrowdStrike participates in the E-Verify program.
Website: https://www.crowdstrike.com/
Headquarter Location: Sunnyvale, California, United States
Employee Count: 5001-10000
Year Founded: 2011
IPO Status: Public
Last Funding Type: Post-IPO Equity
Industries: Artificial Intelligence (AI) ⋅ Cloud Data Services ⋅ Cloud Security ⋅ Cyber Security ⋅ Network Security