Customer Success Manager, Digital

$72,000 - $95,000/Yr

Sentinelone - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Administrative and Support Services

About the position

The Customer Success Manager at SentinelOne is responsible for managing the customer lifecycle in a digital touch model, ensuring customer satisfaction and engagement with the company's cybersecurity solutions. This role focuses on addressing customer inquiries, improving adoption rates, and identifying growth opportunities within the customer base. The ideal candidate will possess strong communication skills and a technical orientation to effectively advocate for customer needs across departments.

Responsibilities

• Assist with customer lifecycle management in a one-to-many and digital touch model, addressing customer questions and concerns expeditiously.
• 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 toward resolution.
• Identify opportunities for growth and upsell within the 1:Many Digital touch segment.
• Create and present business reviews that illustrate the value SentinelOne is bringing to customers.

Requirements

• Possess a customer-centric approach and enjoy working with customers to help them succeed.
• Interest in a Customer Services focused role or equivalent history of increasing customer satisfaction, adoption, and retention.
• Adept at managing customer expectations that result in high customer satisfaction.
• Proven technical skills and the ability to understand customers' challenges and advise on best practices.
• Interest in identifying upsell opportunities and collaborating closely with Sales on understanding growth opportunities within Digital accounts.
• Interest in identifying renewal risk within a 1:many customer model.
• Impeccable written and verbal communication skills.
• Interest 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.

Nice-to-haves

• Previous exposure to Cyber security or demonstrated understanding of cyber security concepts and terminology.

Benefits

• Employee stock purchase plan
• Paid holidays
• Disability insurance
• Health insurance
• Unlimited paid time off
• Dental insurance
• 401(k)
• Flexible spending account
• Happy hour
• Cell phone reimbursement
• Parental leave
• Employee assistance program
• Vision insurance
• Gym membership
• Life insurance
• Paid sick time