Customer Success Manager, Digital

Summary

Join our Customer Success team at SentinelOne and help drive team success and collaboration across the company.

Requirements

• Possess a customer-centric approach - you enjoy working with customers and helping them succeed
• Interest in a Customer Services focused role (Customer Success, Customer Care, Support, etc.) or equivalent history of increasing customer satisfaction, adoption, and retention
• Adept at managing customer expectations that result in high customer satisfaction
• Proven technical skills and the ability to understand customers’ challenges and advise on best practices
• Impeccable written and verbal communication skills
• Interest in identifying upsell opportunities and collaborating closely with Sales on understanding growth opportunities within our Digital accounts
• Interest in identifying renewal risk within a 1:many customer model
• 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

• Assist with customer lifecycle management in a one-to-many and digital touch model: addressing customer questions and concerns expeditiously, with the goal of increasing adoption and improving the customer’s experience with SentinelOne
• Use toolsets and automation to scale Customer Success to all customers and provide optics to internal stakeholders
• Act on auto-generated alerts and tasks created to proactively identify and resolve customer risk
• Represent and advocate customer needs/issues cross-departmentally
• Shepherd escalated or at-risk customers toward resolution
• Identify opportunities for growth and upsell within our 1:Many Digital touch segment
• Create and present business reviews that illustrate the value SentinelOne is bringing to our customers

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