Note: The job is a remote job and is open to candidates in USA. CrowdStrike is a global cybersecurity company that provides AI-native protection for modern organizations. The Director of Customer Success will lead the Falcon Cloud Security Customer Success organization, driving customer adoption, retention, expansion, and strategic account outcomes. The role also partners with Sales, Product, Engineering, and Services leadership while building scalable operating models and developing customer success leaders.
Responsibilities
- Build, scale, and lead a global (or regional) Customer Success organization for Falcon Cloud Security, including hiring, developing, and retaining front-line managers and senior individual contributors
- Own the Cloud Security customer success strategy, operating model, and coverage model; define the segmentation, engagement motions, and playbooks that scale with the business
- Own and drive key business outcomes including gross/net retention, product adoption and consumption, time-to-value, CSAT/NPS, and expansion pipeline contributed
- Develop and grow leaders — act as a coach and mentor to managers, and build career paths, enablement, and succession plans across the organization
- Serve as a senior executive sponsor for strategic accounts, engaging CISOs, cloud platform owners, and other executive stakeholders on security outcomes and cloud transformation initiatives
- Own executive-level escalation management, ensuring cross-functional mobilization across Support, Engineering, Product, and Services through to resolution and root-cause remediation
- Establish and manage a portfolio-wide risk management practice: identify at-risk customers early, direct the development of success and remediation plans, and ensure successful renewals
- Partner with Sales leadership on territory and account planning, forecasting, QBRs, and joint execution against a shared vision for growth
- Partner with Product Management and Engineering leadership as the voice of the customer, influencing roadmap priorities based on aggregated field insight and adoption data
- Forecast and secure headcount, budget, tooling, and resources required to support the Cloud Security customer success strategy
- Define and report on operational metrics and business reviews to senior and executive leadership
- Champion continuous improvement and automation — reduce manual effort, scale coverage, and improve customer experience through data, tooling, and digital motions
- Ensure the team can act as a technical bridge between CrowdStrike and customers, helping customers understand and operationalize Falcon Cloud Security capabilities across complex, multi-cloud architectures
Skills
- Significant people leadership experience in Customer Success, Technical Account Management, or Support, including experience managing managers and leading distributed teams
- Proven track record owning retention, adoption, and expansion outcomes for a SaaS or security portfolio at scale
- Bachelor's Degree in Computer Science or a related field, or equivalent work experience
- Demonstrated ability to build organizations and operating models from the ground up in a high-growth, fast-changing environment
- Strong business acumen with the ability to build and manage a plan, forecast, and budget
- Executive presence — an excellent written and verbal communicator able to engage credibly from practitioner to C-suite
- Strong problem-solving skills with the ability to implement systematic, scalable approaches
- Deep understanding of how technology products and solutions solve business problems, and an aptitude for complex technical architectures
- Demonstrated experience partnering effectively with Sales, Product, and Engineering organizations
- Ability to foster a positive, high-performance work environment
- Ability to work remotely and willingness to travel, up to 25% of the time
- Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes
- Hands-on familiarity with public cloud platforms (AWS, Azure, GCP) and cloud-native architectures, including Kubernetes and containers
- Experience with CNAPP, CSPM, CWPP, CIEM, DSPM, or DevSecOps tooling and workflows
- Experience supporting customers through cloud migration or cloud security program maturity initiatives
- Relevant cloud or security certifications (e.g., AWS/Azure/GCP, CCSP, CKA)
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
- Eligibility for bonuses
- Equity grants
- Health insurance
- 401k
- Paid time off
Company Overview