[Hiring] Senior Customer Success Manager @CrowdStrike

Role Description

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:

• 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.
• Create success plans built around the customer’s desired outcomes and drive product adoption.
• 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.

Qualifications

• 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.

Benefits

• 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.