Customer Communications Manager

Summary

Join SentinelOne's growing team as a Manager, Customer Communications! Lead and mentor a team focused on educating and communicating with customers to enhance their lifecycle. Collaborate with various departments to create and deliver impactful communications. Manage communications programmatically, define KPIs, and analyze customer feedback. Draft critical communications, review RCA documents, and strategize with other teams for customer engagement. Increase visibility through executive-level reporting and ensure timely updates to customers. This role requires strong communication skills, experience managing people and communications programs, and a customer-centric approach.

Requirements

• Possess a customer-centric approach–you enjoy working with customers
• Ability to engage and communicate with audiences that vary in size, product sophistication, and lifecycle stage
• Ability to understand, communicate, and manage change in a fast-paced environment
• 7+ years of experience in communications, corporate marketing, customer marketing, or public relations with a focus on existing customers
• 2+ years of experience managing people
• Prior experience leading and building in a Customer Communications program in a customer-focused role (Customer Success, Sales, Marketing, etc.) or equivalent history of managing communications lifecycle, customer campaigns, or critical communications
• Impeccable written and verbal communication skills
• Experience with Marketing or Campaign tools (e.g., Marketo, Hubspot, Marketing Cloud, etc.)
• Familiar with Customer Success, CRM, and surveying tools and platforms
• Exposure to technical ideas and concepts and familiarity with Information Technology and/or Security sectors
• Experience in communicating with customers from diverse cultures
• Thrives in a multitasking environment and can adjust priorities on the fly
• Detail-oriented and analytical
• Strong team player but still a self-starter
• Critical escalation management or critical communication experience
• Experience building and/or executing persona-based campaigns

Responsibilities

• Collaborate with leaders across Product Management, Engineering, Security Research, Marketing, Services, and others for communications to all SentinelOne customers and partners
• Lead and coordinate all activities related to systemic, critical, and recurring communications, including intake, communication draft, scope definition, and approval process
• Manage and mentor Customer Communications team, including providing career development opportunities, evaluating performance, and overseeing and approving ongoing communications
• Manage communications programmatically, with a clear “roadmap,” objectives and key results (OKRs), lifecycle, and considerations for segment and audience
• Define and analyze Customer Communications KPIs and execute against mutually agreed upon timelines
• Draft critical communications to ensure customers receive timely updates
• Review and generalize Root Cause Analysis (RCA) documents to ensure customer concerns are addressed and documents are customer-ready
• Work closely with leaders in our Digital Customer Success and Community teams to strategize and execute on value-driven engagement in our 1:Many segment
• Ensure that teams and leaders are informed of important external communications and prepared for expected response from customer-facing teams
• Increase visibility through executive-level reporting to keep Senior and Executive Leadership apprised of Customer Communications initiatives, outcomes, and challenges – both quantitatively and qualitatively
• Oversee and analyze surveys soliciting customer feedback for follow-up action and discussion in executive-level reporting
• Edit and refine draft communications that are customer-facing or have customer impact, including from other teams as needed
• Ability to work a flexible work schedule, especially during times of critical communications
• Undertake other responsibilities, as required

Preferred Qualifications

• Previous security industry experience or endpoint security-specific experience
• Professional competency in one or more foreign language(s)
• Experience with Salesforce (or other Customer Success tools)
• Experience with reporting tools such as PowerBI or Tableau
• Experience with HTML and/or CSS
• Experience with Canva or Figma

Benefits

• Base Salary Range $132,000 — $182,000 USD
• Flexible work schedule