🕒 3 days ago
Own post-sale relationships for enterprise and mid-market customers, driving onboarding, product adoption, measurable value, renewals, and account growth while helping shape the customer success function.
Senior Customer Success Manager
🕒 2 days ago
Customer Success ManagementCustomer Lifecycle ManagementPortfolio ManagementProduct Adoption
📜 Description
- Manage SMB and mid-market accounts as the primary post-sales contact and trusted advisor.
- Drive product adoption, retention, and customer satisfaction across the customer lifecycle.
- Create and present business reviews that demonstrate value and align with customer goals.
- Engage customers proactively on a defined cadence and use alerts and automation to identify risks and opportunities.
- Monitor customer health, coordinate remediation plans, and advocate for customer needs across departments.
- Identify expansion opportunities and partner with Sales to pursue them.
🛠️ Requirements
- A strong, customer-centric approach with a proven track record of managing a SMB to mid-market portfolio.
- A minimum of 3 to 5 years in a high-touch Customer Success Manager role, with experience managing a dedicated portfolio of clients.
- Demonstrated success in increasing customer satisfaction, adoption, and retention within a set book of business.
- Exceptional ability to conduct impactful business reviews and executive-level presentations, with demonstrated expertise in articulating value and Return on Investment (ROI) to executive-level stakeholders.
- Proven ability to understand complex customer challenges, advise on best practices, and translate technical value into business impact.
- Experience identifying upsell and expansion opportunities within an existing customer base, collaborating closely with Sales.
- Impeccable written and verbal communication skills, and comfort communicating with senior leadership and diverse stakeholders.
- The ability to prioritize the needs of a demanding portfolio while multitasking.
- Experience managing a book of business in the Cybersecurity or SaaS industry is preferred.
- Exposure to Cybersecurity or a demonstrated understanding of cybersecurity concepts and terminology is preferred.
✨ Benefits
- Competitive leave benefits
- Gender-neutral parental leave
- Global home office allowance
- Internet or mobile phone allowance
- Hybrid work model with flexible hours
Full job description
Our Purpose
At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here.
About Us
SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters.
Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity.
What Are We Looking For?
We’re looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.
As a Customer Success Manager, you will be tasked with assisting in managing the customer lifecycle for our rapidly growing base, as a relationship expert with effective communication skills and a technical orientation on SentinelOne's growing Customer Success team. You should have impeccable relationship skills and be able to create win/win environments for all parties that you work with. If this is you and you want to be part of a next-generation, growing technology company with a fantastic culture, we would love your help in making our Customers successful.
What Will You Do?
Primary responsibilities include:
- Manage a portfolio of SMB to mid-market accounts, acting as the primary post-sales contact and trusted advisor.
- Assist with customer lifecycle management: drive high product adoption, customer retention, and overall customer satisfaction within your assigned portfolio.
- Create and present Customer Business Reviews (CBRs) that illustrate the value SentinelOne is bringing to our customers and align with their strategic goals.
- Conduct proactive engagement with all assigned clients, ensuring a meaningful meeting or relevant touchpoint occurs on a defined cadence.
- Act on auto-generated alerts and tasks created to identify and resolve customer risk proactively and upsell opportunities.
- Use toolsets and automation to manage and gain optics on the overall health and product adoption across your portfolio.
- Represent and advocate for SentinelOne customer needs and issues cross-departmentally.
- Proactively monitor customer health, identify potential risks, and shepherd escalated or at-risk customers toward resolution via a remediation plan, leveraging internal resources.
- Identify opportunities for growth, upsell, and expansion within your portfolio and collaborate closely with Sales to execute on these opportunities.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
- A strong, customer-centric approach with a proven track record of managing a SMB to mid-market portfolio.
- A minimum of 3 to 5 years in a high-touch Customer Success Manager role, with experience managing a dedicated portfolio of clients.
- Demonstrated success in increasing customer satisfaction, adoption, and retention within a set book of business.
- Exceptional ability to conduct impactful business reviews and executive-level presentations, with demonstrated expertise in articulating value and Return on Investment (ROI) to executive-level stakeholders.
- Proven ability to understand complex customer challenges, advise on best practices, and translate technical value into business impact.
- Experience identifying upsell and expansion opportunities within an existing customer base, collaborating closely with Sales.
- Impeccable written and verbal communication skills, and comfort communicating with senior leadership and diverse stakeholders.
- The ability to prioritize the needs of a demanding portfolio while multitasking.
- Experience managing a book of business in the Cybersecurity or SaaS industry is preferred.
- Exposure to Cybersecurity or a demonstrated understanding of cybersecurity concepts and terminology is preferred.
Why SentinelOne?
AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.
We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:
Equity & Rewards
- Restricted Stock Units (RSUs)
- Employee Stock Purchase Plan (ESPP)
Time Off & Wellbeing
- Competitive leave benefits
- Gender-neutral parental leave
Insurance & Financial Security
- Private medical, dental, and vision insurance
Work Perks & Flexibility
- Global home office allowance
- Internet or mobile phone allowance
- Hybrid work model with flexible hours
Wellness & Lifestyle
- Wellness programs
Growth & Community
- In-office lunch program
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.
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