Manager, Technical Account Management - Eastern Region (Remote)

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 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. What You'll Do: Team Leadership & Development 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 Customer Success & Escalation Management 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 Digital Success Collaboration 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) Strategic Planning & Cross-Functional Partnership 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 What You'll Need: Leadership & Management 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 Customer Success Expertise Prior experience as a successful Technical Account Manager or Customer Success Manager with a track record of exceeding customer expectations Demonstrated a