Senior Customer Success Manager, Strategic Deployments

Roles and Responsibilities:

What will you do

• The key responsibility of this role will be to facilitate a partnership between customers and internal teams, creating an engaging and productive deployment experience for customers throughout their solution adoption phase. Additional responsibilities will include regular cadence reporting on key metrics as defined by CS leaders (ex, indicators of feature adoption or deployment progress), pre-sales support on services, and collaboration with service delivery teams to tailor service offerings to client requirements.
• Onboard key customers through full deployment, with a focus on structured project management combined with white-glove relationship management.
• Work cross-functionally within SentinelOne with Support, Product Management, Engineering & other teams to provide customers with insight while advocating for their needs
• Communicate expectations, project timelines, requirements, and potential blockers to key stakeholders, both internal and external
• Lead the deployment project teams in removing obstacles and addressing technical challenges when necessary, including ensuring issues are escalated and actively managed
• Expand the client engagement by collaborating with key decision-makers and stakeholders to understand their requirements and continually position our services as the optimal solution for net new, upsell, and renewal opportunities.
• Strategic Pre-Sales Support on Services: Collaborate with the Sales, Solution Engineering, & Customer Success Management and service leaders to help with the positioning of our Services offerings and meet sales targets while ensuring right-fit .
• Achieving trusted advisor status by understanding all aspects of the Services portfolio, including MDR, DFIR, Threat Hunting, Strategic Advisory, and Deployment Services.
• Demonstrate the value of service positions by executing compelling presentations and demonstrations of our services to prospective clients. Articulate the value proposition of our Services and how they address specific client needs and challenges.
• Collaborate with the service delivery teams and customers to ensure alignment between sales, solution engineering, and service execution, and when relevant, provide initial scoping along with the Services team.

What skills and knowledge should you bring

• At least 7 years of prior experience at an enterprise software company (preference to those with Endpoint Protection experience) in related roles (Customer Success, Support, Training, etc.)
• Experience with managing highly complex implementations and technical engagements for a diverse set of customers, including identifying customer requirements
• Customer-focused with experience in customer-facing roles (Customer Success, Support, Professional Services, Customer Onboarding, etc.)
• Experience with Salesforce and with project management tools like Asana/Atlassian.
• Requirement for an existing understanding of customer IT/security architecture and continued learning related to the technical landscape and deployment specifics of SentinelOne product and service offerings
• Knowledge of security technologies, architecture, and operations and experience in advising customers on best practices
• Knowledge of Windows, MacOS and Linux operating systems as well as containerized environments
• Display a talent for building strong relationships and managing customer expectations resulting in high customer satisfaction
• Cross-functional excellence with a track record of getting teams to work together on accomplishing complex operational goals
• Ability to lead, support, and drive on-going projects and meet deadlines in a complex and dynamic environment
• Impeccable written and verbal communication skills
• Thrives in a multitasking environment and can adjust priorities on-the-fly
• Strategic and creative thinker with well-developed problem-solving and analytical skills
• Experience with a structured project management methodology which may include; Agile Methodologies (Including Scrum or Kanban), Lean, Traditional Waterfall, Six Sigma, PMBOK, or a hybrid of these or other methodologies
• Experience in the IT or Cybersecurity industry, especially Endpoint Security and SIEM, with host base (endpoint agent) security solutions is preferred