Director, Customer Success – Falcon Cloud Security

This is a fully remote position, open to applicants in United States.

📋 Description

• Build, expand, and lead a global or regional Customer Success organization for Falcon Cloud Security.

• Recruit, develop, and retain front-line managers and senior individual contributors.

• Take ownership of the Cloud Security customer success strategy, operating model, and coverage model.

• Define segmentation, engagement motions, and scalable playbooks.

• Drive gross/net retention, product adoption and consumption, time-to-value, CSAT/NPS, and expansion pipeline outcomes.

• Develop and nurture leaders through coaching, mentoring, career paths, enablement, and succession plans.

• Act as a senior executive sponsor for strategic accounts, engaging with CISOs, cloud platform owners, and executive stakeholders.

• Manage executive-level escalations and coordinate with Support, Engineering, Product, and Services until resolution and root-cause analysis.

• Establish and oversee portfolio-wide risk management, success plans, remediation plans, and renewals.

• Collaborate with Sales leadership on territory and account planning, forecasting, quarterly business reviews (QBRs), and growth execution.

• Work with Product Management and Engineering as the voice of the customer to influence roadmap priorities.

• Forecast and secure headcount, budget, tooling, and resources.

• Define and report operational metrics and business reviews to senior and executive leadership.

• Advocate for continuous improvement and automation to reduce manual efforts, scale coverage, and enhance the customer experience.

• Ensure the team effectively connects CrowdStrike and customers by operationalizing Falcon Cloud Security across complex, multi-cloud environments.

⛳️ Requirements

• Extensive leadership experience in Customer Success, Technical Account Management, or Support, including managing managers and leading distributed teams.

• Proven history of 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 professional experience.

• Demonstrated capability to build organizations and operating models from scratch in a high-growth, fast-evolving environment.

• Strong business acumen with the ability to develop and manage plans, forecasts, and budgets.

• Exceptional written and verbal communication skills with the ability to engage credibly from practitioners to C-suite executives.

• Strong problem-solving abilities with the capacity to implement systematic, scalable approaches.

• In-depth understanding of how technology products and solutions address business challenges, along with an aptitude for complex technical architectures.

• Proven experience collaborating effectively with Sales, Product, and Engineering teams.

• Ability to cultivate a positive, high-performance work environment.

• Capability to work remotely and willingness to travel up to 25% of the time.

• Demonstrated experience using AI technologies to improve decision-making, streamline workflows and processes, enhance efficiency, and drive business results.

• Practical knowledge of public cloud platforms (AWS, Azure, GCP) and cloud-native architectures, including Kubernetes and containers.

• Experience with CNAPP, CSPM, CWPP, CIEM, DSPM, or DevSecOps tools and workflows.

• Experience assisting customers with cloud migration or enhancing cloud security program maturity initiatives.

• Relevant certifications in cloud or security (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 recharging.

• Paid parental and adoption leaves.

• Professional development opportunities available for all employees, regardless of level or role.

• Employee Networks, geographic neighborhood groups, and volunteer opportunities to foster connections.

• Vibrant office culture with world-class amenities.

• Eligibility for bonuses.

• Equity grants.

• Health insurance.

• 401k.

• Paid time off.