Senior Customer Success Manager
Digital
Posted on 8/1/2023
INACTIVE
Autonomous endpoint protection software
Company Overview
SentinelOne is on a mission to defeat every attack, every second, of every day. The company's Singularity Platform instantly defends against cyberattacks – performing at a faster speed, greater scale, and higher accuracy than possible from any single human or even a crowd.
AI & Machine Learning
Cybersecurity
Company Stage
N/A
Total Funding
$796.5M
Founded
2013
Headquarters
Mountain View, California
Growth & Insights
Headcount
6 month growth
↑ 8%1 year growth
↑ 15%2 year growth
↑ 74%Locations
United Kingdom
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Segment
Salesforce
Requirements
- Possess a customer-centric approach - you enjoy working with customers and helping them succeed
- Prior experience 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 results in high customer satisfaction
- Proven technical skills and the ability to understand customers' challenges and advise on best practices
- Experience identifying upsell opportunities and collaborating closely with Sales on understanding growth opportunities within our Digital accounts
- Experience identifying renewal risk within a 1:many customer model
- 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) and Salesforce
- Previous Security industry experience or demonstrated understanding of cyber security and terminology
- Working proficiency or fluency in French, German, or Arabic
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 experience
- 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 towards 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