Director, Customer Success - Falcon Cloud Security (Remote)

Role Summary

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.

CrowdStrike Falcon Cloud Security delivers the industry's most complete cloud-native application protection platform (CNAPP), unifying agent-based and agentless protection across CSPM, CIEM, CWPP, ASPM, DSPM, and container/Kubernetes security. We're securing the world's most demanding multi-cloud environments - and we've built a curious, driven, passionate team that together defines how we'll achieve our vision.

As Director of Customer Success for Falcon Cloud Security, you will lead a multi-layered organization of Customer Success Managers and front-line managers who partner with our largest and most strategic cloud customers to ensure they are well protected and empowered to stop breaches. You will own the customer success strategy for the Cloud Security portfolio - driving adoption, retention, and expansion at scale - while building and retaining a strong technical organization in a rapidly growing and evolving business. You will serve as a senior executive-facing leader with customers, partner cross-functionally with Sales, Product, Engineering, and Services leadership, and translate field insight into product and go-to-market direction.

What You'll Do: - 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

What You'll Need: - 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.

Bonus Points: - 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 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.

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 recruiting@crowdstrike.com for further assistance.

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About the Company

About SkillBridge

This Job Description is for DoD SkillBridge participation and is not eligible for direct hire.

Open to candidates in St Louis, MO.

CrowdStrike's DoD SkillBridge / Career Skills Program (CSP) Internship is an approved SkillBridge Program under Dept. of Defense Instruction 1322.29 as enacted by 10 U.S.C. Sec 1143. Eligibility is restricted to members of the U.S. Armed Forces separating honorably with greater than 180 days of continuous Active Duty. SkillBridge/CSP period of eligibility is within the final 180 days of Active Duty service, and the SkillBridge/CSP must be completed prior to separation from Active Duty in the U.S. Armed Forces.

CrowdStrike's DoD SkillBridge/CSP Internship is open to members of all services, and all ranks and experience levels. Service members should fully review SkillBridge/CSP Job Description for requirements and qualifications of the individual position.

SkillBridge participants participate in full time training with industry (40-hour work week) under permissive temporary duty military orders and are not eligible for compensation from CrowdStrike during SkillBridge participation, but will continue to receive all military wages and benefits as defined by the Department of Defense.