Staff Customer Success Manager

Staff Customer Success Manager, Strategic Deployments

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Location: Italy

Department: Customer Support & Success

Region: Europe

About Us:

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!

What are we looking for?

If you’re passionate about enabling customer success through leading and facilitating successful deployments of some of our highest value accounts, you have a place with us. SentinelOne is growing its Customer Success team and looking for a technically inclined project manager. You will be responsible for managing project milestones and timelines in coordination with the customer as well as with internal cross-functional resources in Customer Success, Technical Account Management, and CS Engineering.

You will facilitate a partnership between our customers and internal teams to define and implement project KPIs and parameters that will realize optimal ‘time to value’ and enable long term success and growth. 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!

What will you do?

• Responsible for onboarding of key customers through full deployment, with a focus on structured project management combined with effective relationship management
• Collaborate with the customer and internal technical resources to structure project goals, timelines, and defined scope in pursuit of minimizing time to value (TTV) so that new customers can achieve their desired ROI swiftly and fully
• Communicate to key stakeholders, both internal and external, on expectations, project timelines, requirements, and potential blockers
• Lead the project team in removing obstacles and addressing technical challenges when necessary, including ensuring issues are escalated and actively managed, as needed
• Work cross-functionally within SentinelOne with Support, Product Management, Engineering & other teams to provide customers with direction & insight while advocating for customer needs
• Operationalize the meeting cadence, communication, & project plan around all relevant components of a new customer deployment
• Own the relationship with the customer team and stakeholders from day one through full deployment, achieving trusted advisor status while managing customer expectations around outcomes and timeline
• Ensure customer engagement and project status is logged within the Customer Success platform and project management tools for appropriate visibility and tracking. 

What skills and knowledge should you bring?

• Customer-focused with experience in customer service roles (Customer Success, Support, Customer Onboarding, etc.) or history of understanding the customer onboarding journey.  
• 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
• Proven technical aptitude. An ability to understand and operationalize complex technical requirements and communitate to technical and non-technical audiences alike
• Experience with managing highly complex implementations and technical engagements for a diverse set of customers
• Impeccable written and verbal communication skills
• Detail-oriented and analytical with a passion for project management
• Ability to lead, support, and drive on-going projects and meet deadlines in a complex and dynamic environment
• 1-2 years of experience on Customer Success Platforms like Totango/Gainsight and/or project management tools like Monday.com / Atlassian

What will separate you from other candidates?

• Experience in the IT or Cybersecurity industry especially Endpoint Security
• 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
• Embodies the core values of SentinelOne: Trust, Accountability, OneSentinel, Relentlessness, Ingenuity and Community

SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

SentinelOne participates in the E-Verify Program for all U.S. based roles.