About the Team

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!

If you’re passionate about empowering Customers and creating a great experience through effective Communications, you have a place with us. SentinelOne is growing its Customer Success team and looking for a Customer Communications Manager to drive our efforts for educating and communicating with our Customers in order to enhance their lifecycle.

You should be detail-oriented, adept at communicating written and verbally with stakeholders of all levels. 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!

Responsibilities

• Collaborate with leaders across Product Management, Engineering, Security Research, Customer Advocacy, Marketing, and others for communications to all SentinelOne customers and partners.
• Lead and coordinate all activities related to systemic, critical, and recurring communications including intake, communication draft, scope definition, and approval process.
• Work closely with leaders in our Digital Customer Success, Digital Experience, and Community teams to strategize and execute on value-driven engagement in our 1:Many segment.
• Manage communications programmatically, with a clear “roadmap”, objectives and key results (OKRs), lifecycle, and considerations for segment and audience. 
• Ensure that teams & leaders are informed of important external communications and prepared for expected response from customer-facing teams.
• Define departmental and organizational KPIs and execute against mutually agreed upon timelines.
• Increase visibility through executive-level reporting to keep Senior and Executive Leadership apprised of Customer initiatives, outcomes, and challenges – both quantitatively and qualitatively.
• Ability to work a flexible work schedule, especially during times of critical communications.

Qualifications

• Possess a Customer-centric approach, you enjoy working with Customers!
• Ability to engage and communicate with audiences that vary in size, product sophistication, and lifecycle stage.
• Ability to understand, communicate, and manage change in a fast-paced environment
• 5+ years of experience in communications, corporate marketing, customer marketing, or public relations with a focus on existing customers
• Prior experience leading and building in a Customer Communications program in a customer-focused role (Customer Success, Sales, Marketing, etc.) or equivalent history of managing communications lifecycle, customer campaigns, or critical communications.
• Familiar with Customer Success, Marketing, and Surveying tools and platforms 
• Impeccable written and verbal communication skills.
• Experience in communicating with customers from diverse cultures.
• Thrives in a multitasking environment and can adjust priorities on-the-fly.
• Detail-oriented and analytical.
• Strong team player but still a self-starter.
• Undertake other responsibilities, as required. 

What will separate you from other candidates?

• Experience with Totango (or other Customer Success tools) and Salesforce.
• Experience with Marketing tools (e.g. Marketo or Hubspot)
• Experience with HTML and/or CSS
• Previous security industry experience or endpoint security-specific experience
• Critical escalation management or critical communication experience

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