Customer Communications Manager
Posted on 2/4/2023
Remote • United States
Experience Level
Desired Skills
  • 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
  • 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
  • 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

1,001-5,000 employees

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.
  • 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 & life insurance
  • Employee assistance program
  • Gym membership reimbursement
  • Cell phone reimbursement
  • Numerous company-sponsored events
Company Core Values
  • Trust
  • Accountability
  • OneSentinel
  • Community