Senior Digital Customer Success Manager

Summary

Join SentinelOne's growing Customer Success team as a relationship expert with a technical orientation, focusing on our Enterprise customer segment. You will assist with customer lifecycle management, utilizing toolsets and automation to scale success and proactively address customer risks. Responsibilities include representing customer needs cross-departmentally, shepherding escalated customers to resolution, identifying growth and upsell opportunities, and presenting business reviews. The ideal candidate possesses a customer-centric approach, proven technical skills, and impeccable communication skills. This role offers flexible working hours, a hybrid/remote work model, and various benefits.

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
• 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
• Impeccable written and verbal communication skills
• Interest 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

• Assist with customer lifecycle management in a one-to-many and digital touch model: addressing customer questions and concerns expeditiously, to increase 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 identify and resolve customer risk proactively
• 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

Preferred Qualifications

Previous exposure to Cyber security or demonstrated understanding of cyber security concepts and terminology

Benefits

• Flexible working hours and hybrid/remote work model
• Vacation days, 3 Sick Days
• Global gender-neutral Parental Leave (16 weeks, beyond the leave provided by the local laws)
• Employee stock plan in the form of RSUs (restricted stock units)
• Wellness Coach app, with 3,000+ on-demand sessions, daily interactive classes, audiobooks, and unlimited private coaching
• Life Insurance covered by S1 (for employees)
• Private medical care
• Global Employee Assistance Program (confidential counseling related to both personal and work life matters)
• High-end MacBook or Windows laptop
• Home-office-setup allowances (one time) and maintenance allowance
• Yearly bonus program depending on the individual and company performance
• Above standard referral bonus as per policy
• LinkedIn Business platform for Hard/Soft skills Training & Support for your further educational activities/trainings
• Company events for those who like to meet outside of work too (charity, offsite etc.) and much more