Customer Success Manager- Falcon Shield (Remote, CAN)

Job summary

The Customer Success Manager will lead customer onboarding and training for the Falcon Shield platform while fostering long-term relationships to drive product adoption and retention. They will act as a trusted security advisor, translating business use cases into measurable security outcomes and identifying product improvement opportunities.

Job details

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: 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. #LI- Remote #LI-RL1 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 CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program. CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com [recruiting@crowdstrike.com] for further assistance. CrowdStrike Canada ULC is committed to equal pay for equal work in its compensation practices. The base salary range for this position in Canada is $95,000 - $125,000 CAD per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. This is Canadian-based employment, and it is expected that all employees maintain legal entitlement to work in Canada. Applicants selected to move forward in the hiring process are subject to background checks, including but not limited to criminal record, credit, and/or reference checks.

What you’ll do

The Customer Success Manager will lead customer onboarding and training for the Falcon Shield platform while fostering long-term relationships to drive product adoption and retention. They will act as a trusted security advisor, translating business use cases into measurable security outcomes and identifying product improvement opportunities.

Requirements

Candidates must have at least 8 years of experience in a Customer Success role within a cybersecurity organization and a strong technical background in SaaS security. A Bachelor's degree or equivalent experience is required, along with the ability to communicate effectively with senior-level security experts.

Benefits

• Market leader in compensation and equity awards
• Comprehensive physical and mental wellness programs
• Competitive vacation and holidays
• Paid parental and adoption leaves
• Professional development opportunities
• Employee networks
• Geographic neighborhood groups
• Volunteer opportunities

Listed skills

• Collaboration · Preferred
• Communication · Preferred
• Project management · Preferred
• Onboarding · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success Management
• Cybersecurity
• SaaS Security Posture Management
• SSPM
• Technical Problem-solving
• Customer Relationship Management
• Product Adoption
• Onboarding
• Strategic Business Reviews
• AI Technologies
• Threat Landscape Analysis
• Infrastructure Implementation
• Communication
• Project Management
• Collaboration
• Product Improvement
• Falcon
• Self-Directed Learning
• Self-Starter
• Responsible AI
• Product Adoption Strategies
• Product Roadmaps
• Complex Problem Solving
• Workflow Management
• SaaS Security
• Willingness To Learn
• Workflow Automation
• AI Agents
• Research
• Enterprise Application Integration
• Management
• Decision Making
• Customer Service
• Software As A Service (SaaS)
• Training And Development
• Customer Communications Management
• Cyber Security
• Disabilities
• Equities
• Leadership
• Innovation
• Problem Solving
• Employee Onboarding
• Relationship Building
• Business Strategies
• Timelines
• Tooling

Job areas

• Technology
• Security & Safety
• Customer Service & Support
• Software
• Management & Leadership
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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