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Senior Client Success Manager

2 months ago

Kirkland, Washington, United States CrowdStrike Full time
CrowdStrike, Inc.

Full time Position Overview:

Are you enthusiastic about Cybersecurity and Client Engagement? Do you aspire to work in an environment where your dedication and passion are matched by your colleagues? As a Senior Client Success Manager at CrowdStrike, you will interact with a diverse array of clients after the sale and guide them through the integration journey.

This process begins with an internal transition from Sales and continues through to a successful implementation, culminating in a hand-off to the ongoing Client Success Manager.

In this position, you will take charge of onboarding new clients, documenting and addressing challenges during the onboarding phase, and positioning our clients for sustained engagement and success.

If this resonates with you, we invite you to explore the opportunity to join us as a Senior Client Success Manager.

Key Responsibilities:
Facilitate the onboarding of new Enterprise and Mid-Market CrowdStrike Premium Support Clients

Collaborate with clients and account teams to define and deliver success metrics for the initial 90 days

Provide leadership for new client implementations

Identify areas for process enhancement


Act as a client advocate with internal CrowdStrike teams to ensure that necessary client feedback is thoroughly documented and evaluated by relevant parties.

Engage with clients at all organizational levels, from operational teams to executive leadership.

Investigate clients' technical challenges promptly and follow up with actionable recommendations and plans.

Escalate client concerns to management when necessary.

Maintain oversight of the overall resolution for any escalated issues, leading cross-functional teams as required.


Utilize internal technical resources, including development engineers, knowledge bases, and other tools to deliver the most effective solutions to client challenges.

Create knowledge base content to capture new insights for reuse across the organization and user community.


Participate in technical discussions within the team to share best practices and learn about emerging technologies and complementary security applications.

Identify renewal risks and collaborate with internal teams to address and ensure successful renewals.

Drive support cases to guarantee timely resolution of issues.

Qualifications:
Bachelor's Degree or equivalent experience

Professional fluency in English

Experience with Windows Server Operating Systems

Knowledge of enterprise web technologies, security, and advanced infrastructures

Exceptional customer service skills and ability to quickly establish technical credibility with clients

Strong communication skills, both written and verbal

Demonstrated problem-solving abilities

Collaborative mindset

Willingness to travel up to 25%

Commitment to client success

Preferred Qualifications:
Bachelor's Degree in Computer Science or related field

ITIL or PMP Certification

5+ years of experience in Customer Success/Project Management/Technical Account Management within a SaaS environment

In-depth knowledge of Linux and Mac platforms

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We are dedicated to fostering a culture of inclusivity where everyone feels acknowledged, heard, and valued for their unique contributions. Our approach to cultivating a diverse, equitable, and inclusive workplace is grounded in listening, learning, and collective action. By embracing the diversity of our workforce, we achieve greater success.