About the Role

The volume and velocity of publicly reported IT/OT infrastructure vulnerabilities as well as live exploits continues to impact organizations across the globe. Developing a detailed understanding of these potential impacts quickly and how CrowdStrike detects and prevents these in our market leading, cloud-based market leading technology is of paramount concern for business executives and IT leadership in helping to effectively assess cyber risk. Although this is not a new problem the speed at which threat actors take advantage of these exploits and the impact these can have on business continuity, brand, critical services and downstream customers/stakeholders require best of breed communications delivered quickly and effectively to those on the front-lines!

We are looking for a Director, Customer Crisis Strategy & Response to join our Professional Services organization. This role will serve as the Lead for the CrowdStrike Customer Response Team (CRT) during cyber-related customer response events. The CRT Lead is responsible for coordinating business units across CrowdStrike including Engineering, Intelligence, Services, Customer Success, Marketing/PR, and Legal during customer response events. This role will maintain, operationalize and most importantly lead the end-to-end customer crisis response plan for the most critical security issues facing the company and our customers. In this role, you will advise department leadership at all levels and make high-stakes decisions, often with limited information during evolving security situations. Protecting and maintaining customer trust is paramount.

The ideal candidate will have demonstrated expertise in a customer support role with crisis management experience working in a global, matrixed organization. Experience managing teams dedicated to stopping breaches and enabling customers for preparedness and effective cyber response is crucial to the success of the role.

This position is open to candidates located on the East Coast, West Coast and Texas.

What You’ll Do

• Lead the Customer Response Team for cyber-related customer response events

• Coordinate and execute CrowdStrike’s customer crisis response strategy for customers globally

• Advise and support business unit leadership and cross-functional stakeholders on customer crisis response strategy and execution

• Partner with relevant business unit leadership (e.g., Sales, Engineering, Intelligence, Services, Customer Success) to assess intelligence, understand evolving threats and impacts, and respond to customer inquiries and requests

• Solicit input from key customers, partners and stakeholders to improve overall cyber crisis response program design and execution

• Collaborate with internal security, IT and related functions/teams to align, test and ensure our customers expectations around crisis response are met

• Participate in CrowdStrike’s cross-functional crisis and incident management teams during company-wide crisis response operations and serve as subject matter expert on customer impacts and communication strategies

What You’ll Need

• 10+ years of professional experience (required) within program management roles for a technology company

• 5+ years experience in customer support and/or technical incident response leadership for cybersecurity related events

• Experience leading high performing teams and coordinating with company-wide crisis management and business continuity teams

• Crisis management experience in a matrixed, global organization highly preferred

• A proven leader, with the ability to inspire, lead, and mentor a high performing organization, with the ability to work collaboratively across departments.

• Strong problem-solving skills with strong attention to detail, organization, and the highest standards for accuracy and precision

• Track record of managing through ambiguity and ability to make high-stakes decisions with limited information

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

• Global mindset and commitment to diversity and inclusion

Bonus Points 

• Industry knowledge of Incident Response and Crisis Management Communications

• Information Technology & Services

Employment Type

• Full Time

Job Functions

• Sales

• Business Development

• Strategy/Planning

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