Director, Customer Success - Falcon Cloud Security (Remote)

About this role

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role: CrowdStrike Falcon Cloud Security delivers the industry's most complete cloud-native application protection platform (CNAPP), unifying agent-based and agentless protection across CSPM, CIEM, CWPP, ASPM, DSPM, and container/Kubernetes security. We're securing the world's most demanding multi-cloud environments — and we've built a curious, driven, passionate team that together defines how we'll achieve our vision.

As Director of Customer Success for Falcon Cloud Security, you will lead a multi-layered organization of Customer Success Managers and front-line managers who partner with our largest and most strategic cloud customers to ensure they are well protected and empowered to stop breaches. You will own the customer success strategy for the Cloud Security portfolio — driving adoption, retention, and expansion at scale — while building and retaining a strong technical organization in a rapidly growing and evolving business. You will serve as a senior executive-facing leader with customers, partner cross-functionally with Sales, Product, Engineering, and Services leadership, and translate field insight into product and go-to-market direction.

What You'll Do: • Build, scale, and lead a global (or regional) Customer Success organization for Falcon Cloud Security, including hiring, developing, and retaining front-line managers and senior individual contributors

• Own the Cloud Security customer success strategy, operating model, and coverage model; define the segmentation, engagement motions, and playbooks that scale with the business

• Own and drive key business outcomes including gross/net retention, product adoption and consumption, time-to-value, CSAT/NPS, and expansion pipeline contributed

• Develop and grow leaders — act as a coach and mentor to managers, and build career paths, enablement, and succession plans across the organization

• Serve as a senior executive sponsor for strategic accounts, engaging CISOs, cloud platform owners, and other executive stakeholders on security outcomes and cloud transformation initiatives

• Own executive-level escalation management, ensuring cross-functional mobilization across Support, Engineering, Product, and Services through to resolution and root-cause remediation

• Establish and manage a portfolio-wide risk management practice: identify at-risk customers early, direct the development of success and remediation plans, and ensure successful renewals

• Partner with Sales leadership on territory and account planning, forecasting, QBRs, and joint execution against a shared vision for growth

• Partner with Product Management and Engineering leadership as the voice of the customer, influencing roadmap priorities based on aggregated field insight and adoption data

• Forecast and secure headcount, budget, tooling, and resources required to support the Cloud Security customer success strategy

• Define and report on operational metrics and business reviews to senior and executive leadership

• Champion continuous improvement and automation — reduce manual effort, scale coverage, and improve customer experience through data, tooling, and digital motions

• Ensure the team can act as a technical bridge between CrowdStrike and customers, helping customers understand and operationalize Falcon Cloud Security capabilities across complex, multi-cloud architectures

What You'll Need: • Significant people leadership experience in Customer Success, Technical Account Management, or Support, including experience managing managers and leading distributed teams

• Proven track record owning retention, adoption, and expansion outcomes for a SaaS or security portfolio at scale

• Bachelor's Degree in Computer Science or a related field, or equivalent work experience

• Demonstrated ability to build organizations and operating models from the ground up in a high-growth, fast-changing environment

• Strong business acumen with the ability to build and manage a plan, forecast, and budget

• Executive presence — an excellent written and verbal communicator able to engage credibly from practitioner to C-suite

• Strong problem-solving skills with the ability to implement systematic, scalable approaches

• Deep understanding of how technology products and solutions solve business problems, and an aptitude for complex technical architectures

• Demonstrated experience partnering effectively with Sales, Product, and Engineering organizations

• Ability to foster a positive, high-performance work environment

• Ability to work remotely and willingness to travel, up to 25% of the time

• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes

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