Senior Customer Success Manager

About the role

SentinelOne, an AI-native cybersecurity company, is hiring a Senior Customer Success Manager to help manage the customer lifecycle for its growing base. The role suits someone with strong relationship skills, effective communication and a technical orientation, acting as a relationship expert on the Customer Success team.

Key responsibilities

• Manage a portfolio of SMB to mid-market accounts as the primary post-sales contact and trusted advisor.
• Drive high product adoption, customer retention and overall customer satisfaction within the portfolio.
• Create and present Customer Business Reviews (CBRs) showing the value SentinelOne brings and aligning with customers' strategic goals.
• Engage proactively with all assigned clients on a defined cadence.
• Act on auto-generated alerts and tasks to resolve customer risk proactively and identify upsell opportunities.
• Use toolsets and automation to track portfolio health and product adoption.
• Advocate for customer needs and issues across departments.
• Monitor customer health, identify risks and shepherd at-risk customers toward resolution through a remediation plan.
• Identify growth, upsell and expansion opportunities and work with Sales to execute them.

Required profile

• Minimum of 3 to 5 years in a high-touch Customer Success Manager role managing a dedicated client portfolio.
• Proven success in increasing customer satisfaction, adoption and retention.
• Experience identifying upsell and expansion opportunities and working with Sales.
• Preferred: experience managing a book of business in cybersecurity or SaaS, and exposure to cybersecurity concepts.

Required skills

• Exceptional ability to run impactful business reviews and executive presentations, articulating value and ROI.
• Strong written and verbal communication, including with senior leadership.
• Ability to prioritize a demanding portfolio while multitasking.

What we offer

• Restricted stock units (RSUs) and Employee Stock Purchase Plan (ESPP).
• Private medical, dental and vision insurance, and gender-neutral parental leave.
• Home office and internet or mobile phone allowances.
• Hybrid work model with flexible hours, wellness programs and an in-office lunch program.