Manager, Technical Account Management - Eastern Region (Remote)

CrowdStrike

20h • Remote

About The Position

As a Manager of the Technical Account Management (TAM) team, you will lead a high-performing team of Technical Account Managers who partner with CrowdStrike customers across North America and LATAM to ensure they are fully protected and empowered to stop breaches. You will be responsible for building, developing, and retaining a strong technical team within a rapidly growing and evolving organization. In this role, you will serve as a strategic leader and customer advocate — deeply understanding customer challenges, driving measurable success outcomes, and partnering closely with Sales to execute a shared vision for the Americas and LATAM regions. A key dimension of this role is your close collaboration with the Program Manager, Digital Success, helping to align TAM-led customer engagement with CrowdStrike's broader digital customer experience strategy. Together, you will ensure that TAM interactions and scaled digital programs work in concert to accelerate customer adoption, retention, and expansion. This position is open to candidates located in the Central or Eastern time zone.

Requirements

• Demonstrated experience in a people management role, ideally within customer support, customer success, or technical account management functions
• Proven ability to manage, develop, and inspire professional-level employees in a fast-paced, high-growth environment
• Ability to foster a positive work environment and model the values and behaviors expected of the team
• Prior experience as a successful Technical Account Manager or Customer Success Manager with a track record of exceeding customer expectations
• Demonstrated ability to manage a large portfolio of accounts, identify at-risk customers, and develop and execute remediation plans
• Experience working collaboratively with Sales organizations to drive renewals, expansions, and customer advocacy
• Familiarity with digital customer success strategies, including digital journey development, tech-touch engagement models, and customer adoption campaigns
• Comfort leveraging data and analytics to assess customer health, measure program outcomes, and drive continuous improvement
• Bachelor's degree in Computer Science or equivalent relevant work experience
• Technical understanding of endpoint protection technologies and the broader cybersecurity landscape
• Ability to understand complex security architectures and identify gaps and opportunities to improve customer security posture
• Exceptional written, verbal, and presentation communication skills, with the ability to engage effectively across a wide range of audiences — from technical practitioners to senior executive stakeholders
• Strong cross-functional collaboration skills, with demonstrated success aligning teams around shared goals and outcomes
• Strong problem-solving skills with the ability to implement systematic, scalable approaches in a dynamic environment
• Self-starter with the ability to work independently while effectively managing expectations of customers, employees, and peers
• Motivated with excellent organizational skills and an aptitude for understanding how technology products and solutions solve business problems
• Ability to work remotely and willingness to travel on short notice, up to 25% of the time

Nice To Haves

• Experience contributing to or collaborating on cross-functional digital programs, customer marketing initiatives, or scaled customer engagement strategies is a strong plus

Responsibilities

• Build, develop, and retain a customer-focused team of Technical Account Managers, fostering a culture of accountability, continuous learning, and customer obsession
• Act as a coach, mentor, and educator — investing in the professional growth of each TAM on your team
• Cultivate a positive and high-performance work environment that attracts and retains top talent
• Serve as the technical bridge between CrowdStrike and its customers, helping customers better understand and maximize CrowdStrike's capabilities while capturing their evolving requirements and needs
• Maintain ownership of escalated case resolution, leading cross-functional teams as needed to drive timely and effective outcomes
• Follow up with customers in response to CSAT survey results, identify areas of improvement, and implement corrective actions where warranted
• Identify customers at risk across a large portfolio of accounts and coordinate the development of targeted success plans to remediate risk and ensure successful renewals
• Understand complex security architectures and quickly identify gaps and opportunities to enhance security effectiveness over traditional technologies
• Partner closely with the Program Manager, Digital Success to align TAM-led, high-touch customer engagement with CrowdStrike's digital customer journey strategy, ensuring a seamless and cohesive customer experience across all touchpoints
• Provide TAM team insights and customer feedback to inform the design and refinement of digital adoption campaigns, in-app experiences, customer portal content, and go-to-market (GTM) initiatives
• Collaborate with the Program Manager, Digital Success to identify opportunities where digital programs can augment or scale TAM coverage — particularly for lower-touch or high-volume customer segments
• Support the execution of digital engagement programs (e.g., adoption campaigns, webinars, onboarding journeys) by ensuring TAM team alignment and participation where appropriate
• Contribute customer health, adoption, and engagement data to help measure and continuously improve the effectiveness of digital programs against defined performance indicators (ARR, NRR, time-to-value, product adoption/health scores)
• Participate in strategic planning sessions with Customer Success, Sales, and Operations leadership to align on regional priorities and resource needs
• Partner with Sales counterparts, Marketing, Product, and Customer Experience teams to deliver a unified customer success motion across the Americas and LATAM regions
• Identify resource needs required to support the customer success strategy in the region and advocate for appropriate investment
• Leverage data and analytics to inform team priorities, customer health assessments, and program effectiveness

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
• Great Place to Work Certified™ across the globe

What This Job Offers

• Job Type: Full-time
• Career Level: Manager