VP, Customer Success (Remote) at CrowdStrike

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About the Role

Reporting to our Head of Operations, as CrowdStrike’s Vice President of Customer Success, you will lead and manage the experience for our customers after they have made their purchase. Success will require partnering with C-level/Board stakeholders, Engineering/Products, Services and Sales teams (to name a few), to ensure customer growth and retention supports CrowdStrike’s overall business and technology strategy. You are responsible for the Global Support and Technical Account Management including the health of customer adoption after purchase. This is not a sales role and does not carry a quota; this is an incredibly influential and critical leadership role that will increase a customer’s future use of our platform and products.

What You’ll Do

Drive Customer Success outcomes:

  • Resolve customer issues and, if possible, prevent them.

  • Identify trends in the product that detract from customer’s use and adoption.

  • Increase renewal rates and reduce churn.

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

Optimize the customer lifecycle:

  • Develop listening points in the customer’s LAER journey (e.g., usage, satisfaction, etc.).

  • Standardize interventions for each point in the journey.

  • Define segmentation of customer base and varying strategies.

  • Identify opportunities for continuous improvement both operationally and in the customer’s experience.

  • Learn from best practices in industry relevant to Customer Success and Adoption.

Manage Customer Success activities

  • Onboarding & basic training (best practices)

  • Customer Support & issue resolution

  • Customer Success Management / Technical Account Management

  • Advocacy in resolution of customer issues / barriers to further adoption

Measure effectiveness of Customer Success

  • Evolve operational metrics for team from the customer’s viewpoint

  • Establish what metrics define success and those that indicate failure and create programs to course correct as needed

  • Work with IT partners to establish system for tracking metrics

  • Expose subset of metrics to executive team, company and board of directors

Lead and continue to evolve a world-class Customer Success team

  • Grow or recruit experienced leaders for each functional role

  • Attract high potential individual contributors into team

  • Create rapid onboarding process for new team members

  • Foster collaboration within team and across customer lifecycle

  • Encourage continuous learning within team 

Enhance effectiveness and efficiency through technology

  • Leverage CRM technologies provided by IT to enable Ticketing and Customer portal functions 

  • Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success

  • Align with Marketing around marketing to existing clients

  • Align with Product around driving product roadmap

  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

  • Align with Finance around measurement and forecasting

  • Align with Executive Team around key metrics and objectives

  • Drive company-wide definition of ideal customer experience

  • Continue to evolve the Customer Success Manager function (or TAM) to close the gap between initial sale, adopt, renew and expand.

What You’ll Need

  • 5+ years experience in leading customer-facing organizations at an Executive level

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Ideally combined background of post-sale and sales experience

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Analytical and process-oriented mindset

  • Sufficient technical knowledge and skill to speak with customers at a detailed level

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication and presentation skills

  • Relevant Bachelor’s degree; preference for computer science or related degrees

  • Grit, can-do attitude. Ability and willingness to roll up sleeves as needed to ensure group success.

  • Proven track record of influencing, leading and facilitating initiatives with multiple senior stakeholders (C-level and Board).

  • Experience selecting and managing global vendors and brokers.

  • Ability to approach key decisions and changes with a high level of rigor.

  • Ability to present multiple solutions to leadership while outlining the appropriate trade-offs

  • Possess strategic thinking and problem-solving skills.

  • Passion for working and learning in a fast-growing company.

  • Maintains an up-to-date working knowledge of all relevant regulatory requirements to ensure company compliance.

  • Growth mindset, sense of curiosity and strong problem-solving skills. Strong attention to detail, organization, and the highest standards for accuracy and precision.

  • Excellent communication, interpersonal and collaborative skills and ability to exercise good judgment and discretion and maintain confidentiality.

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Technology we use

  • Sales & Marketing
    • SalesforceCRM

Location

Fantastic downtown location walking distance to awesome restaurants and happy hour spots.

An Insider's view of CrowdStrike

What’s the vibe like in the office?

I was truly blown away by how great CrowdStrike’s culture is. We’re incredibly collaborative and everyone genuinely likes to spend time with one another. This is just one of the reasons that really drew me to grow my career here!

Vince

Corporate Sales Manager

What does your typical day look like?

A Corporate Account Executive is essentially a relationship manager between any organization that we're working with and CrowdStrike. We're strategic and we really dig into the current security environment of a company: finding out what their pain points are, finding out what their goals are, and then positioning a solution!

Theo

Corporate Account Executive

What are some things you learned at the company?

Being in a role that works with multiple departments within CrowdStrike, as well as, with others outside of the company, I have learned the importance of clear communication & collaboration skills through exposure to different situations and learning from those around me. I am excited to see how these skills grow as I develop in my career.

Marit

Account Manager, Renewals - Team Lead

How do you empower your team to be more creative?

My leadership style is to be supportive and a little bit experimental. We don't try to cookie cut our reps. We want everyone to find out what they are good at and then coach to those strengths, cover the weaknesses and help everyone find their own way to be successful.

Jack

Senior Director, Corporate Sales

How has your career grown since starting at the company?

CrowdStrike has provided endless opportunities for my professional growth. Not only has the organization provided the support to advance my career internally, but they also prepare you for success with any future endeavors outside of the CrowdStrike organization!

Michelle

SMB Account Executive

What are CrowdStrike Perks + Benefits

CrowdStrike Benefits Overview

We offer flex schedules, a comprehensive benefits package, health and wellness programs, fully stocked company pantry, company and team events, and commuter benefits. We also offer our people the chance to work on passion projects and innovation during our annual “Think Week” as well as peer recognition and reward programs like Team Bravo award for cross-functional collaboration and Hero award for those who embody our core values and live our culture.

Culture
Volunteer in local community
CrowdStrike supports employees in charitable efforts and community service for charities and causes important to the local team.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Competitive 401(k) plan.
401(K) Matching
Company Equity
RSU's are available as part of employee compensation.
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
CrowdStrike provides 12 weeks of parental leave for the primary caregiver and 8 weeks leave for the secondary care giver.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
We sponsor company-wide bring your child to work days as well as company events where family is encouraged to attend.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits.
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available

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