Director, Customer Success - SentinelOne

What are we looking for?

If you’re passionate about engaging customers and creating a great experience you have a place with us. SentinelOne is growing its Customer Success team and looking for a seasoned relationship expert with technical orientation to assist in managing our Customer lifecycle and functional customer programs for our rapidly growing install base.

You should have impeccable relationship 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 touch strategies for onboarding, adoption, and nurturance of Customers and Partners, leading to repeatable successes 
• Continuously evolve and refine various Customer and Partner journeys that impact the majority of our logo 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.
• Define, own, and iterate on vision for hi-touch customer experience in our largest impact segments
• 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
• Operationalize the processes that impact Customer Success and various internal teams (Renewals, Sales Ops, Product, Training, etc)
• Responsible for all Customer and Partner communications executed through Customer Communications personnel
• Represent and advocate Customer needs, issues, and feedback cross-departmentally with Product, Engineering, Sales, Marketing and Support
• Expand and utilize the Customer Success platform and health model to engage with unhealthy Customers proactively and remove blockers

What experience and 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 Customer Services 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 result in high Customer satisfaction
• Proven technical skills. Ability to understand Customers' challenges and advise them 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
• Experience with Totango (or other Customer Success tools), Pendo or SalesForce
• Previous Security industry experience or demonstrated understanding of cyber security and terminology

Why Us?

You will work on real-world problems and make an impact by protecting our customers from cyber threats. You will be joining a cutting-edge project and will be able to influence the architecture, design, and structure of our core platform. You will tackle extraordinary challenges and work with the very BEST in the industry.