VP, Customer Success (Remote)
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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