VP, Customer Success (Remote)

| South Bay +80 more | Remote | Hybrid
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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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Candidate Location Eligibility:
Albuquerque, NM
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Other US Location
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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • PythonLanguages
    • KafkaFrameworks
    • KubernetesFrameworks
    • CassandraDatabases
    • ElasticsearchDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • SalesforceCRM

An Insider's view of CrowdStrike

How does your team reward individual success?

One way we reward sales reps is with opportunities to grow their skills and prep for their next role. Whether that’s extra shadowing sessions or running calls, we encourage our high performers to explore new avenues that align with their future goals.

Kristan C.

Sr. Manager, Sales Development

How do you collaborate with other teams in the company?

What I love about CrowdStrike’s culture is it’s very collaborative. Reaching out to the right people at the right time to assist our customers in a thorough & timely manner ensures that we have the right subject matter expert on the frontlines. It truly is a customer first mindset that defines our mantra of One Team, One Fight!

Thaddeus M.

Sr. Manager, Customer Sales

What does career growth look like on your team?

A core facet of our mission in the Sales Development organization is to serve as a talent pool for the sales teams at CrowdStrike. We strive to not only grow and develop our people to excel in our world, but to arm them with skills, knowledge, and tenacity they will need to be successful in their next role.

Alena C.

Director, Enterprise Sales Development

How do you make yourself accessible to the rest of the team?

With a global team, it’s crucial to be intentional in how and when we meet. I prioritize scheduling regular skip level meetings with my individual contributors and protect 1:1 manager meetings so I can be present and engaged. I always try my best to ensure the team feels well supported, no matter how busy we get.

Alyssa J.

Sr. Director, Global Customer Sales

How has your career grown since starting at the company?

Rapidly! From Day 1, the leadership team has been invested in my personal career goals and helped create a clear path to grow within the company. In just 3 years, I was able to grow from Corporate Account Executive to Manager of Corporate Sales.

KT T.

Manager, Corporate Sales SLED

What are CrowdStrike Perks + Benefits

CrowdStrike Benefits Overview

We offer flexible schedules and the ability to “work from anywhere,” a comprehensive benefits package, health and wellness programs, fully stocked company pantry, company and team events, and commuter benefits. We have an official mentorship program and many other professional development programs available to all employees. We offer free webinars on everything from financial wellness and mental health to sessions with coaching experts and speakers on topics related to diversity, equity & inclusion. 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.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
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
Charitable contribution matching
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.
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
We offer pre-tax commuter benefits.
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available

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