FreshRemote.Work

Sr. Customer Success Manager - LogScale (Remote, CAN)

CAN ON Remote

#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 Senior 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:

  • As a Senior Customer Success Manager, you will:

  • 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. When things go off track, you’ll notice and take action.

  • 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.

  • 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.

 

What You'll Need:

  • Bachelor’s Degree or equivalent experience

  • Minimum of 3 years of experience in a CSM or TAM role

  • 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

 

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

#LI-Remote

#LI-RL1

Benefits of Working at CrowdStrike:

  • Remote-first culture

  • Market leader in compensation and equity awards

  • Competitive vacation and flexible working arrangements 

  • Comprehensive and inclusive health benefits

  • Physical and mental wellness programs

  • Paid parental leave, including adoption 

  • A variety of professional development and mentorship opportunities

  • 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. 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.

Find out more about your rights as an applicant.

CrowdStrike participates in the E-Verify program.

Notice of E-Verify Participation

Right to Work

CrowdStrike Canada ULC is committed to fair and equitable compensation practices. The base salary range for this position in Canada is $95,000 - $160,000 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.

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Job Profile

Regions

North America

Countries

Canada

Restrictions

Remote Remote-first culture

Benefits/Perks

Autonomy Autonomy and flexibility Career growth Competitive vacation Competitive vacation and flexible working arrangements Comprehensive and inclusive health benefits Equal Opportunity and Affirmative Action Equity Equity awards Flexibility Flexible working arrangements Health benefits Inclusive culture Inclusive health benefits Inclusive, remote-first culture Market leader in compensation Market leader in compensation and equity Mental wellness programs Mentorship Mentorship opportunities Offices with stocked kitchens Paid parental leave Paid parental leave, including adoption Physical and mental wellness Physical and mental wellness programs Professional development Professional development and mentorship opportunities Remote-first company Remote-first culture Stocked kitchens Wellness programs

Tasks
  • Build customer relationships
  • Collaboration
  • Communication
  • Conduct strategic business reviews
  • Create knowledge base content
  • Create success plans
  • Drive engagement and retention
  • Manage renewal risk
  • Participate in technical communications
  • Provide solutions to customer issues
  • Serve as customer advocate
Skills

Account management Best Practices Cloud Cloud-native platform Collaboration COM Communication Customer Satisfaction Customer service Customer Success Cybersecurity DevOps Engineering Enterprise Enterprise Web Technologies Flexibility Go Innovation Integration IT IT Operations Knowledge Base Log Management Logscale Mentorship Onboarding Organization Problem-solving Project Management Recruiting SaaS Sales Security Security Applications Software Support Technical Technical Account Management Technical Expertise Technical Problem Solving Web Technologies

Experience

3 years

Education

AS Bachelor's degree BE Business Communications Cybersecurity Degree Engineering Equivalent Equivalent experience IT Relevant Work Experience

Timezones

America/Edmonton America/Moncton America/Regina America/St_Johns America/Toronto America/Vancouver UTC-3 UTC-4 UTC-5 UTC-6 UTC-7 UTC-8