As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.
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
Professional fluency with the English and Spanish
Minimum of 3 years of experience in a CSM or TAM role
2+ years in SIEM and SOAR tech
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
Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.
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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Benefits of Working at CrowdStrike:
Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe
CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.
CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions-including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs-on valid job requirements.
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