Senior Customer Success Manager
As a Customer Success Manager, you will be tasked with assisting in managing the customer lifecycle for our rapidly growing base, as a relationship expert with effective communication skills and a technical orientation on SentinelOne's growing Customer Success team. You should have impeccable relationship skills and be able to create win/win environments for all parties that you work with. If this is you and you want to be part of a next-generation, growing technology company with a fantastic culture, we would love your help in making our Customers successful.
What Will You Do?
Primary responsibilities include:
Manage a portfolio of SMB to mid-market accounts, acting as the primary post-sales contact and trusted advisor.
Assist with customer lifecycle management: drive high product adoption, customer retention, and overall customer satisfaction within your assigned portfolio.
Create and present Customer Business Reviews (CBRs) that illustrate the value SentinelOne is bringing to our customers and align with their strategic goals.
Conduct proactive engagement with all assigned clients, ensuring a meaningful meeting or relevant touchpoint occurs on a defined cadence.
Act on auto-generated alerts and tasks created to identify and resolve customer risk proactively and upsell opportunities.
Use toolsets and automation to manage and gain optics on the overall health and product adoption across your portfolio.
Represent and advocate for SentinelOne customer needs and issues cross-departmentally.
Proactively monitor customer health, identify potential risks, and shepherd escalated or at-risk customers toward resolution via a remediation plan, leveraging internal resources.
Identify opportunities for growth, upsell, and expansion within your portfolio and collaborate closely with Sales to execute on these opportunities.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
A strong, customer-centric approach with a proven track record of managing a SMB to mid-market portfolio.
A minimum of 3 to 5 years in a high-touch Customer Success Manager role, with experience managing a dedicated portfolio of clients.
Demonstrated success in increasing customer satisfaction, adoption, and retention within a set book of business.
Exceptional ability to conduct impactful business reviews and executive-level presentations, with demonstrated expertise in articulating value and Return on Investment (ROI) to executive-level stakeholders.
Proven ability to understand complex customer challenges, advise on best practices, and translate technical value into business impact.
Experience identifying upsell and expansion opportunities within an existing customer base, collaborating closely with Sales.
Impeccable written and verbal communication skills, and comfort communicating with senior leadership and diverse stakeholders.
The ability to prioritize the needs of a demanding portfolio while multitasking.
Experience managing a book of business in the Cybersecurity or SaaS industry is preferred.
Exposure to Cybersecurity or a demonstrated understanding of cybersecurity concepts and terminology is preferred.
Why SentinelOne?
AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.
We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:
Equity & Rewards
Restricted Stock Units (RSUs)
Employee Stock Purchase Plan (ESPP)
Time Off & Wellbeing
Competitive leave benefits
Gender-neutral parental leave
Insurance & Financial Security
Private medical, dental, and vision insurance
Work Perks & Flexibility
Global home office allowance
Internet or mobile phone allowance
Hybrid work model with flexible hours
Wellness & Lifestyle
Wellness programs
Growth & Community
In-office lunch program