Customer Success Manager - LogScale (Remote, CAN)

Customer Success Manager - LogScale (Remote, CAN)

#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 Customer Success Manager, you will help our customers derive maximum value from their investment in LogScale 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:

1. Build and foster relationships with customers within your book of business while driving engagement, retention and growth.
2. 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.
3. 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.
4. Manage renewal risk and collaborate with sales executive teams to remediate and ensure a successful renewal and upsell of product across assigned territory.
5. Conduct strategic business reviews to align on business priorities, product roadmap, customer satisfaction, usage patterns and best practices.
6. Serve as customer advocate with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.
7. Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
8. Drive escalations with executive management and stakeholders.
9. Help drive customer references and evangelize customer success stories.
10. Drive customer value and expansion while maintaining a trusted relationship.
11. Create knowledge base content to capture new learning for reuse throughout the company and user base.
12. Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.

What You'll Need:

1. Bachelor’s Degree or equivalent experience.
2. Minimum of 3 years of experience in a CSM or TAM role.
3. Knowledge of enterprise web technologies, security and cutting-edge infrastructures.
4. Excellent customer service skills and ability to quickly establish technical credibility with customers.
5. Excellent communication skills, written and verbal.
6. Proven problem-solving skills.
7. Collaborative attitude.
8. Ability to travel up to 25%.
9. Commitment to customer success.

Bonus Points:

1. 3+ years of Customer Success/Support/Technical Account Management experience in SaaS organization.
2. Strong familiarity with current concepts and technologies in at least one of these areas: DevOps, IT operations, Security, and Cloud.
3. Experience managing software integration projects.
4. Prior experience in the log management space.

Benefits of Working at CrowdStrike:

1. Remote-first culture.
2. Market leader in compensation and equity awards.
3. Competitive vacation and flexible working arrangements.
4. Comprehensive and inclusive health benefits.
5. Physical and mental wellness programs.
6. Paid parental leave, including adoption.
7. A variety of professional development and mentorship opportunities.
8. 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.

CrowdStrike Canada ULC is committed to fair and equitable compensation practices. The base salary range for this position in Canada is $80,000 - $130,000 CAD per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.

About Us:

CrowdStrike was founded in 2011 to fix a fundamental problem: The sophisticated attacks that were forcing the world’s leading businesses into the headlines could not be solved with existing malware-based defenses. Founder George Kurtz realized that a brand new approach was needed — one that combines the most advanced endpoint protection with expert intelligence to pinpoint the adversaries perpetrating the attacks, not just the malware.

There’s much more to the story of how Falcon has redefined endpoint protection but there’s only one thing to remember about CrowdStrike: We stop breaches.