[Hiring] Senior Technical Success Manager @SentinelOne

Role Description

As a Senior Technical Success Manager, Public Sector, you will be tasked with delivering a portfolio of technical resources, providing support and guidance to customers through a variety of phases (deployment, business-as-usual, incident/outages), and contributing to the overall strategy to drive customer engagement and experience across all SentinelOne solutions, reporting to the Manager, Technical Success, Public Sector.

• Serve as the technical account manager on assigned accounts, creating an engaging and productive experience for customers to enhance their technical understanding of the solutions.
• Support a wide range of initiatives as the program scope continues to be defined at SentinelOne, including regular cadence reporting on key metrics as defined by Customer Success leaders.
• Note: Under Federal & FedRAMP regulations, hiring for this role is limited to US citizens only.

What Will You Do?

• Ensure that SentinelOne is portrayed in a positive, authentic way as an ethical provider of reliable, effective and scalable security solutions.
• Act as a technical resource supporting assigned customers and the account team with technical inquiries and requests.
• Deliver professional and technical account management services following best practices and established procedures through proactive communication, strategic advisory, technical project management, service reviews, escalation management, training, and more.
• Lead complex implementation and onboarding projects for S1 products and services.
• Work closely with internal stakeholders to advocate customer needs cross-departmentally, resolve technical and business issues, define feature requests, identify growth opportunities, and collect customer feedback.
• During incidents and outages, serve as the customer's point of contact and voice of SentinelOne, while internally organizing teams and coordinating communication channels.
• Present technical working and learning sessions to improve the overall customer experience.
• Manage and mentor team members, and coordinate across the organization to advocate for the team and its activities.
• Stay up to date with the latest industry trends, content and topics surrounding S1, cybersecurity, and endpoint management.
• Provide insight into program risk and maturity in support of Customer Success leadership, and identify account risks and upsell opportunities to support account growth.

Qualifications

• At least 5 years of experience in enterprise SaaS (preferably in Endpoint Protection) in related roles such as support, training, or professional services, accompanied by a Bachelor's degree.
• 2 or more years of hands-on experience in a cybersecurity role, and at least 3 years of field engineering experience such as Senior Support Engineer (tier 3 to 4), Technical Account Manager, or Pre-Sales Engineer.
• 3 to 5 years of experience directly engaging with enterprise customers.
• US-based status, required to support and operate within SentinelOne's FedRAMP infrastructure.
• Deep understanding of security technologies, architecture, and operations, with a track record of advising customers on industry best practices, and in-depth knowledge of threat handling, incident response, and SOC operations.
• Proficiency across Windows, macOS, and Linux operating systems as well as containerized environments.
• Demonstrated scripting experience with working knowledge of Python, PHP, and Unix shell scripts, and proficiency with MongoDB or comparable experience writing database queries and basic scripts.
• Customer-centric focus with proven expertise in effective problem resolution, exceptional organizational skills, and professional written and verbal communication skills.
• Experience in the IT or Cybersecurity industry, especially Endpoint Security with host-based (endpoint agent) security solutions, is preferred.
• Training and enablement delivery experience, including seeking out training opportunities and information to share with the broader team and developing training for the team and customers, is preferred.
• A strong orientation towards goals and strategic alignment with organizational and company goals.

Benefits

• Equity & Rewards: Restricted Stock Units (RSUs), Employee Stock Purchase Plan (ESPP).
• Time Off & Wellbeing: Flexible time off, Paid company holidays and paid sick time, Gender-neutral parental leave, Grandparent leave.
• Insurance & Financial Security: Medical, dental, and vision coverage, 401(k) retirement plan with company match, Life and disability insurance, Health and dependent care FSA, Voluntary benefits (hospital, accident, critical illness), Employee Assistance Program (EAP), ARAG pre-paid legal, Nationwide pet insurance, Cancer Care program, Global business travel medical insurance.
• Work Perks & Flexibility: Home office allowance, Mobile phone reimbursement.
• Wellness & Lifestyle: Wellness coach, Wellness/gym reimbursement, Fertility coverage, Adoption & surrogacy reimbursement.

Company Description

SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed.

Our teams are builders, problem-solvers, and innovators committed to shaping the future of security.