Director, Customer Success - Falcon Cloud Security; Remote

About the Role:

Crowd Strike 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.

• 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 Crowd Strike and customers, helping customers understand and operationalize Falcon Cloud Security capabilities across complex, multi‑cloud architectures

• 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%…