Senior Manager, Customer Strategy – Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a strategic and operational partner to the Sr. Director of Customer Strategy & Operations.

• Lead high-priority cross-functional initiatives, facilitate decision-making, frame trade-offs, resolve cross-organizational challenges, and maintain a leadership focus on critical priorities.

• Oversee the evaluation, decision-making, and implementation of tools, automation, and AI in collaboration with IT, Product, Engineering, and functional leaders.

• Coordinate cross-functional resources and activities, track key milestones, and ensure alignment across service, product, and partner priorities.

• Manage business analysis and intelligence, including metrics, OKRs, performance tracking, root-cause analysis, and executive follow-up.

• Direct strategic planning and quarterly project management for key initiatives.

• Manage revenue allocation and margin blending analysis for both staff and non-staff resources.

• Assist initiatives related to Services & Partners, Renewals & NRR, and Customer Intelligence & Communications.

• Integrate feedback from Field, Channel, and Customers with key metrics to pinpoint inflection points and suggest pivots or enhancements.

• Support partnership strategy and execution of go-to-market initiatives.

• Transform organizational initiatives into OKRs and KPIs, establish measurement frameworks, and report on progress.

• Provide executive-level updates on initiative progress, business impact, risks, and necessary decisions.

• Develop and maintain the operational cadence for Customer Strategy & Operations, including executive updates, operating reviews, decision logs, and initiative tracking.

• Create frameworks, business cases, and analyses to facilitate quicker and well-informed leadership decisions.

• Identify operational challenges and recurring customer experience failure points, translating insights into process, tools, or organizational improvements.

⛳️ Requirements

• A minimum of 7 years of experience in business operations, strategy, business intelligence, program management, management consulting, or a similar role within a technology or SaaS environment.

• Proven experience collaborating closely with Services, Renewals, Sales, and Business Strategy teams.

• Strong analytical and financial skills, with a track record of developing business cases, financial models, margin analyses, and data-driven recommendations for senior leadership.

• Demonstrated capability to lead cross-functional initiatives across multiple organizations without direct authority, fostering alignment, tracking execution, and escalating issues effectively.

• Experience acting as a strategic partner to senior leaders, including preparing executive decisions, framing trade-offs, and synthesizing complex operational data into actionable recommendations.

• Familiarity with market research and data analysis methodologies, and the ability to convert metrics into strategic insights.

• Exceptional communication, interpersonal, and problem-solving abilities, with a knack for influencing and collaborating with stakeholders at all levels.

• Proficient project management skills, with the ability to prioritize tasks and meet deadlines in a dynamic environment.

• Experience with the evaluation and implementation of tools, automation, or AI within customer-facing or operational teams.

• A Bachelor's degree or equivalent experience is required.

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

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Employee Stock Purchase Plan (ESPP)

• Flexible time off

• Paid company holidays and sick leave

• Gender-neutral parental leave

• Grandparent leave

• 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 services

• Nationwide pet insurance

• Cancer Care program

• Global business travel medical insurance

• Home office allowance

• Mobile phone reimbursement

• Wellness coaching

• Wellness/gym reimbursement

• Fertility coverage

• Adoption & surrogacy reimbursement