Sentinelone - Phoenix, AZ
posted 4 months ago
SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. As a Manager of Digital Customer Success, you will play a pivotal role in ensuring our customers achieve their goals and derive maximum value from our products. You will own the overall digital touch strategies for onboarding, adoption, nurturance, and growth of customers, leading to repeatable successes. Your responsibilities will include continuously evolving and refining various digital customer journeys that impact the majority of our customer base. In this role, you will develop and coach a team of Customer Success Managers and Leads, driving them to act quickly in response to ever-changing customer insights. You will utilize toolsets and resources to develop and manage programs for orchestration and automation at scale for mid-market and SMB customer segments, providing visibility to all internal stakeholders and account teams. Collaboration will be key as you work with customers and internal teams to establish success criteria and methodology to aid customers in achieving their goals, maintaining excellence with SentinelOne products, and fostering promoters. You will also operationalize early indicators of renewal risk in the digital touch segments and create action plans to remediate risk. This includes operationalizing processes that impact Customer Success and various internal teams such as Renewals, Sales Ops, Product, and Training. Your goal will be to scale the digital delivery of an excellent customer experience via strategic outreach, campaigns, automation, and our Customer Community. Additionally, you will represent and advocate for customer needs, issues, and feedback across departments including Product, Engineering, Sales, Marketing, and Support. Finally, you will expand and utilize Customer Success systems and health models to engage with unhealthy customers proactively and remove blockers.