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Manager, Digital Customer Success

Remote: 
Full Remote
Contract: 
Full time
Salary: 
120 - 150K yearly
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

Customer-centric approach to relationships, Experience in Digital Customer Success roles, Familiar with Customer Success tools, Strong written and verbal communication skills, Proven ability to manage customer expectations.

Key responsabilities:

  • Own digital touch strategies for customer success
  • Develop and coach a team of Customer Success Managers
  • Collaborate on upsell initiatives and growth opportunities
  • Operationalize processes impacting Customer Success
  • Engage with unhealthy customers proactively
SentinelOne logo
SentinelOne Cybersecurity Large https://www.sentinelone.com/
1001 - 5000 Employees
About SentinelOne
SentinelOne is a leading provider of autonomous security solutions for endpoint, cloud, and identity environments. Founded in 2013 by a team of cybersecurity and defense experts, SentinelOne revolutionized endpoint protection with a new, AI-powered approach. Our platform unifies prevention, detection, response, remediation, and forensics in a single, easy-to-use solution. Our endpoint security product is designed to protect your organization's endpoints from known and unknown threats, including malware, ransomware, and APTs. It uses artificial intelligence to continuously learn and adapt to new threats, providing real-time protection and automated response capabilities. SentinelOne's approach to security is designed to help organizations secure their assets with speed and simplicity. We provide the ability to detect malicious behavior across multiple vectors, rapidly eliminate threats with fully-automated integrated response, and adapt their defenses against the most advanced cyberattacks. We are recognized by Gartner in the Endpoint Protection Magic Quadrant as a Leader and have enterprise customers worldwide. Our customers include some of the world's largest companies in various industries such as finance, healthcare, government, and more. At SentinelOne, we understand that cybersecurity is a constantly evolving field and that the threats facing organizations are becoming increasingly sophisticated. That's why we are committed to staying at the forefront of technology and innovation and providing our customers with the best protection against cyber threats. We offer our customers a wide range of services, including threat hunting, incident response, and incident management. Our team of experts is available to assist you 24/7 and can help you respond to and manage cyber incidents quickly and effectively. To learn more about our products and services, please visit our website at www.sentinelone.com or contact us to schedule a demo.
See more SentinelOne offers

Job description

About Us:

SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed – to defeat every attack, at every stage of the threat lifecycle. 

We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you’re enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!

What are we looking for?

You should have impeccable leadership and operational skills and can create win/win environments for all parties that you work with. If this is you, and you want to be part of a next-gen growing technology in a company with a fantastic culture, we would love your help making our Customers successful!

 What will you do?

  • Own overall Digital touch strategies for onboarding, adoption, nurturance, & growth of Customers, leading to repeatable successes 
  • Continuously evolve and refine various Digital Customer journeys that impact the majority of our customer base
  • Develop and coach a team of Customer Success Managers and Leads, driving them to act quickly in response to ever-changing customer insights.
  • Use toolsets and resources to develop and manage programs for orchestration and automation at scale for mid-market and SMB customer segments providing visibility to all internal stakeholders and account teams
  • Work with Customers and internal teams to establish success criteria and methodology to aid the customer in achieving their goals, maintaining excellence with SentinelOne products and foster promoters
  • Collaborate closely with our Digital Growth Program Manager teams on upsell initiatives and understanding growth opportunities within SMB and mid-market accounts
  • Operationalize early indicators of renewal risk in the Digital touch segments and action plans to remediate risk
  • Operationalize the processes that impact Customer Success and various internal teams (Renewals, Sales Ops, Product, Training, etc)
  • Scale the digital delivery of an excellent customer experience via strategic outreach, campaigns, automation, our Customer Community, and more
  • Represent and advocate Customer needs, issues and feedback cross-departmentally with Product, Engineering, Sales, Marketing and Support
  • Expand and utilize Customer Success systems and health models to engage with unhealthy Customers proactively and remove blockers

What experience or knowledge should you bring?

  • Possess a Customer-centric approach, you enjoy working with Customers and establishing strong relationships
  • Prior experience leading and building in a Digital Customer Success focused role (Customer Success, Customer Care, Support, etc.) or equivalent history of increasing Customer satisfaction, adoption, and retention
  • Prior experience building one-to-many and digital touch strategies
  • Familiar with Customer Success tools and platforms 
  • Adept at managing Customer expectations that results in high Customer satisfaction.
  • Proven technical skills. Ability to understand Customer’s challenges and advise on best practices.
  • Impeccable written and verbal communication skills
  • Experience in communicating with Customers from diverse cultures

What experience or knowledge sets you apart from others?

  • Experience with Salesforce, Communications/Campaign tools, Totango and/or other Customer Success tools).
  • Previous Security industry experience or demonstrated understanding of cyber security and terminology.

Why us?  

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

  • 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 
This U.S. role has a base pay range that will vary based on the location of the candidate.  For some

locations, a different pay range may apply.  If so, this range will be provided to you during the recruiting

process.  You can also reach out to the recruiter with any questions.

Base Salary Range
$120,000—$150,000 USD

SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

SentinelOne participates in the E-Verify Program for all U.S. based roles. 

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Cybersecurity
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Success ManagementCustomer Relationship ManagementSalesforceCyber SecurityCustomer CentricityDigital Strategy DevelopmentCampaign Management

Other Skills

  • Collaboration
  • Team Building
  • Problem Solving
  • Verbal Communication Skills
  • Leadership
  • Technical Acumen
  • Organizational Skills
Are you interested?

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