Senior Manager, Customer Success EMEA

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!

You can be based anywhere in the United Kingdom, Germany, France, Poland, Czechia, Spain, or Italy to apply for this position.

What are we looking for?

If you’re passionate about engaging customers and creating a great experience you have a place with us. SentinelOne is growing its Customer Success team in the EMEA & APJ  regions and looking for a seasoned relationship expert with leadership experience to assist in managing our Customer lifecycle and functional customer programs for our rapidly growing install base.

You should have impeccable relationship skills and can create win/win environments for all parties that you work with. 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!

Responsibilities

• Own overall journey and engagement strategies for our EMEA & APJ customers including adoption and nurturance of high-touch customers leading to mutual success
• Create, standardize and own a world-class Customer Experience leading & coaching a team of Customer Success Managers across SentinelOne products and services
• Work with Customers and internal teams to establish success criteria and methodology to aid the customer in achieving their goals, maintaining excellence with SentinelOne products and foster promoters
• Represent and advocate Customer needs, issues and feedback cross-depart mentally with Product, RnD, Sales, Marketing and Support building scalable processes
• Own the escalation process for our largest EMEA customers ensuring successful completion of get well plans and internal execution

Qualifications

• Possess a Customer-centric approach, you enjoy working with Customers and establishing strong relationships
• 3-5 years managing highly successful and growing Customer Success teams
• Prior experience leading, managing and building in a Customer Services focused role (Customer Success, Customer Care, Support, etc.) or equivalent history of increasing Customer satisfaction, adoption, and retention
• Familiar with Customer Success tools and platforms
• Experience with Renewal risk management and operationalizing the identification of growth opportunities within happy customers
• Adept at managing Customer expectations that results in high Customer satisfaction.
• Ability to understand Customer’s challenges and advise on best practices.
• Impeccable written and verbal communication skills.
• Experience 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.

What will separate you from other candidates (preferred, but NOT required)?

• Experience with Totango (or other Customer Success tools), Pendo or SalesForce.
• Previous Security industry experience or demonstrated understanding of cyber security and terminology.
• Working proficiency or fluency in French or German