Sr. Staff Technical Success Executive

As a Technical Success Executive, you will be tasked with leading executive-level recovery efforts for SentinelOne's most strategically significant enterprise customers, combining deep cybersecurity technical expertise with commercial acumen to restore trust and drive successful outcomes. You will serve as the primary executive partner for both the customer and internal teams, coordinating Product, Engineering, Support, and Customer Success functions around a unified recovery strategy. This role demands rapid diagnosis of complex technical, operational, and commercial challenges while building lasting confidence with C-level stakeholders.

What Will You Do?

Primary responsibilities include:

Become the primary executive partner for strategically significant customer engagements, building trusted relationships with CIOs, CISOs, CTOs, executive sponsors, architects, and operational leaders.

Assume executive ownership of customer situations identified through the Early Warning System, Critical Accounts Program, Crisis Management, executive escalations, or executive leadership.

Temporarily lead the customer strategy over the existing account team until the engagement reaches a successful resolution, ideally culminating in a successful renewal and transition back to the standard operating model.

Develop and own Executive Recovery & Success Plans, defining technical milestones, executive engagement plans, commercial strategy, value realization objectives, and exit criteria.

Lead technical recovery efforts for complex customer situations, including major incidents, product outages, deployment challenges, architecture reviews, competitive technical evaluations, and security operations concerns.

Rapidly assess complex, multi-threaded technical issues, establish root cause hypotheses, and coordinate Product, Engineering, Support, Technical Account Management, and Professional Services around a unified technical recovery strategy.

Drive technical value realization by ensuring customers achieve measurable business outcomes from their SentinelOne investment.

Partner directly with Product Management, Engineering, Technical Support, and Architecture teams to remove technical blockers, prioritize customer-critical issues, influence solution direction, and accelerate recovery for strategic customer situations.

Coordinate cross-functional execution across Customer Success, Technical Account Management, Support, Professional Services, Sales, Renewals, Product, Engineering, and Executive Leadership.

Build and lead executive relationships with customer stakeholders, creating alignment, restoring confidence, and ensuring technical and commercial objectives remain synchronized throughout the engagement.

Provide executive-level technical guidance to customer stakeholders, translating complex engineering issues into clear business impact, recovery plans, and value realization strategies.

Participate directly in renewal negotiations, contract strategy, commercial structuring, pricing strategy, and multi-year planning to achieve the right long-term outcome for both the customer and SentinelOne.

Identify recurring technical, operational, and commercial trends and provide structured feedback to Product, Engineering, Customer Experience, and GTM leadership.

Serve as SentinelOne's executive escalation leader during strategically significant customer situations.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

Customer- and outcome-oriented mindset with a passion for solving complex enterprise customer challenges.

10+ years of experience in Enterprise Customer Success, Technical Account Management, Professional Services, Sales Engineering, Solutions Architecture, Strategic Accounts, Consulting, or comparable executive customer-facing roles.

Proven experience leading executive customer engagements involving complex technical, operational, or commercial challenges.

Demonstrated experience leading customers through major technical incidents, executive escalations, platform outages, or complex enterprise deployments.

Strong executive presence with the ability to establish credibility quickly with Fortune 500 technology and business leaders.

Deep technical expertise in enterprise cybersecurity platforms, endpoint protection, cloud security, identity, SIEM, MDR, networking, or adjacent security technologies, with the ability to quickly understand complex customer environments and technical architectures.

Ability to engage as a trusted technical advisor with CIOs, CISOs, CTOs, Security Architects, SOC leaders, Engineering leaders, and executive business stakeholders while translating technical complexity into executive decision-making.

Strong commercial acumen, including enterprise renewals, contract negotiations, executive commercial strategy, and long-term customer planning.

Demonstrated ability to influence senior stakeholders and drive cross-functional execution without direct authority.

Ability to rapidly synthesize information across Product, Engineering, Support, telemetry, and customer environments to develop practical recovery strategies.

Strong systems thinking with the ability to manage multiple technical workstreams simultaneously while maintaining executive-level customer confidence.

Excellent analytical, problem-solving, and executive communication skills.

Ability to manage multiple high-profile customer engagements simultaneously in a fast-paced environment.

Experience in a Critical Accounts Program (CAP), executive customer advocacy, enterprise customer recovery, or similar strategic customer engagement program.

Experience as a Principal Technical Account Manager, Solutions Architect, Consulting Architect, Escalation Manager, Customer Reliability Engineer, or similar highly technical customer-facing leadership role.

Previous Customer Success leadership, Strategic Account Management, or Professional Services leadership experience.

Experience partnering closely with Product Management, Engineering, and Technical Support organizations.

Hands-on experience managing customer recovery during major incidents, platform outages, or enterprise-scale technical escalations.

Executive relationship management experience with Fortune 500 customers.

Cybersecurity industry experience.

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

Medical and insurance benefits

Employee Assistance Program (EAP)

Work Perks & Flexibility

Global home office allowance

Internet and mobile phone allowance

Flexible benefits allowance