About the Role:

As a Customer Success Manager for Falcon Shield, you will be a product specialist for the Falcon Shield platform, helping our customers derive value from their investment in CrowdStrike's Falcon Shield product. Working closely with senior team members, you will build an understanding of each customer's business, security objectives, and SaaS environment, supporting retention and growth across their CrowdStrike products. You will help guide customers through onboarding, encourage adoption of new capabilities, and support them as they strengthen their SaaS security posture. To be successful in this role, you should be a motivated self-starter, eager to learn and committed to ongoing self-education, with strong customer service skills and a growing set of technical problem-solving skills in the SaaS security domain.

What You'll Do:

• Lead and manage the onboarding and training of customers on the Falcon Shield platform, setting them up for measurable success from day one.

• Build and foster relationships with customers within your book of business, driving product adoption, engagement, retention, and growth.

• Understand each customer's business use cases and translate them into meaningful engagement and measurable value from the Falcon Shield platform.

• Work with customers to promote new features, demonstrate the value of the product, and identify how it can improve their SaaS security posture and reduce SaaS-related risks

• Maintain ongoing customer communication and relationship building, serving as their primary point of contact and trusted security advisor.

• Work closely with our Product and R&D teams to identify gaps, surface feature requests, and inform potential product improvements based on real customer needs.

• Create success plans built around each customer's desired security outcomes, with measurable goals and timelines that drive adoption and posture improvement.

• Conduct strategic business reviews to align on security priorities, product roadmap, threat landscape, usage patterns, and best practices.

What You'll Need:

• Bachelor's Degree or equivalent experience.

• Minimum of 8 years of experience in a CSM role, in a Cybersecurity organization.

• Strong technical background, with knowledge of SaaS Security Posture Management (SSPM) and the SaaS threat landscape.

• Excellent customer service skills and the ability to quickly establish technical credibility with security teams.

• Experience managing application integration or security onboarding projects.

• Experience leading solutioning and demonstrating value and adoption, including customizing use cases to each customer's needs.

• Ability to interact with senior-level security experts, speak their language, and communicate the value of the product within their landscape.

• Ability to review infrastructure implementation and advise on architecture and use cases with the product.

• Ability to advise customers throughout their journey, encouraging ongoing engagement with the product and ensuring retention.

• Proven problem-solving skills and a collaborative attitude.

• Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Bonus Points:

• Hands-on familiarity with SSPM, IAM, or SaaS security tooling.

• Experience leveraging LLM / AI agents to drive work efficiency — automating workflows, accelerating customer research and reporting, and scaling personal productivity.

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Benefits of Working at CrowdStrike:

• Market leader in compensation and equity awards
• Comprehensive physical and mental wellness programs
• Competitive vacation and holidays for recharge
• Paid parental and adoption leaves
• Professional development opportunities for all employees regardless of level or role
• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
• Vibrant office culture with world class amenities
• Great Place to Work Certified™ across the globe