Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Customer Success Manager guiding CrowdStrike customers through Falcon Shield onboarding, adoption, and retention. Advising security teams on SaaS posture, risks, integrations, and measurable outcomes.
Responsibilities
- Lead and manage customer onboarding and training on the Falcon Shield platform
- Build and foster customer relationships, driving product adoption, engagement, retention, and growth
- Understand customer business use cases and translate them into measurable value from Falcon Shield
- Promote new features, demonstrate product value, and identify ways to improve SaaS security posture and reduce SaaS-related risks
- Maintain ongoing customer communication as the primary point of contact and trusted security advisor
- Work with Product and R&D teams to identify gaps, surface feature requests, and inform product improvements
- Create success plans with measurable goals and timelines to drive adoption and posture improvement
- Conduct strategic business reviews covering security priorities, product roadmap, threat landscape, usage patterns, and best practices
Requirements
- 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
- 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
- Expected to maintain legal entitlement to work in Canada
- Applicants selected to move forward are subject to background checks, including criminal record, credit, and/or reference checks
Benefits
- 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
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