Customer Success Manager

Summary

Join SentinelOne's growing Public Sector Customer Success team as a relationship expert with a technical orientation. Manage and maintain customer relationships throughout their lifecycle, working with internal teams to establish goals and success criteria. Promote product adoption, engage in ongoing customer interactions, and proactively identify and remove blockers to success. Ensure customer engagement is logged, own executive-level updates for escalations, and identify and communicate internal resources for renewal risks. Create customer advocacy and thrive in a fast-paced, collaborative environment. This role requires a customer-centric approach, prior CSM experience, technical understanding, and strong communication skills. Based in the US.

Requirements

• Must be based in the US
• Possess a Customer-centric approach, you enjoy working with customers and establishing strong relationships
• Prior experience in a Customer Success Manager role handling accounts
• Adept at managing Customer expectations that results in high Customer satisfaction
• Proven understanding of technical skills. Ability to understand the relationship between a Customer’s challenges and our toolset to advise on best practices
• Impeccable written and verbal communication skills
• Experience in communicating with customers from diverse cultures
• Detail-oriented and analytical
• Strong team player but still a self-starter
• Thrives in a multitasking environment and can adjust priorities on-the-fly

Responsibilities

• Manage and maintain the relationship with the customer throughout their lifecycle with SentinelOne with a mixed portfolio in our Digital & Enterprise CS programs within our Public Sector Customers advocating for their success and needs internally
• Work alongside the internal services teams and the Customer to establish critical goals, an onboarding plan and define success criteria
• Promote product adoption with key Customer stakeholders
• Ongoing tailored Customer engagement, including but not limited to monthly meetings, health checks, Business Reviews, and Roadmap reviews
• Proactively engage with Customers using our Customer Success platform and health indicators to identify and remove blockers to success and retention
• Ensure customer engagement and current status are logged within the Customer Success platform for appropriate visibility and tracking
• Own the executive level and customer-facing updates for any escalations
• Identify, communicate, and engage internal resources for any risk within renewals
• Create customer advocacy within your book of business

Preferred Qualifications

• Project management skills are a plus but not a requirement
• SaaS sales experience is a plus but not a requirement

Benefits

• Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
• Unlimited PTO
• Industry leading gender-neutral parental leave
• Paid Company Holidays
• Paid Sick Time
• Employee stock purchase program
• Disability and life insurance
• Employee assistance program
• Gym membership reimbursement
• Cell phone reimbursement
• Numerous company-sponsored events including regular happy hours and team building events