Senior Staff Technical Success Executive

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

📋 Description

• Act as SentinelOne's executive intervention resource for crucial customer scenarios.

• Serve as the main executive ally for CIOs, CISOs, CTOs, executive sponsors, architects, and operational leaders.

• Take on executive accountability for situations flagged through the Early Warning System, Critical Accounts Program, Crisis Management, executive escalations, or executive leadership.

• Temporarily manage customer strategy alongside the existing account team until successful resolution, ideally leading to renewal and transition back to the standard operational model.

• Create and oversee Executive Recovery and Success Plans, encompassing technical milestones, executive engagement strategies, commercial approaches, value realization goals, and exit criteria.

• Direct technical recovery initiatives addressing major incidents, product failures, deployment issues, architecture assessments, competitive technical evaluations, and security operations challenges.

• Evaluate intricate technical problems, formulate root cause hypotheses, and coordinate efforts across Product, Engineering, Support, Technical Account Management, and Professional Services for a cohesive recovery strategy.

• Drive tangible technical value realization from customers' investment in SentinelOne.

• Collaborate with Product Management, Engineering, Technical Support, and Architecture teams to eliminate obstacles, prioritize urgent issues, influence solution trajectories, and expedite recovery.

• Facilitate cross-functional collaboration among Customer Success, Technical Account Management, Support, Professional Services, Sales, Renewals, Product, Engineering, and Executive Leadership.

• Cultivate executive relationships, rebuild customer trust, and align technical and commercial objectives.

• Convert complex engineering challenges into business implications, recovery plans, and value realization strategies.

• Engage in renewal negotiations, contract strategies, commercial structuring, pricing strategies, and multi-year planning.

• Identify recurring technical, operational, and commercial patterns and provide structured feedback to Product, Engineering, Customer Experience, and GTM leadership.

• Act as SentinelOne's executive escalation leader during significant customer situations.

• Stabilize critical customer scenarios, enhance adoption and customer trust, decrease time to stabilization, influence renewal and expansion results, and provide actionable product and operational insights.

⛳️ Requirements

• A minimum of 10 years in Enterprise Customer Success, Technical Account Management, Professional Services, Sales Engineering, Solutions Architecture, Strategic Accounts, Consulting, or comparable executive customer-facing roles.

• Proven track record in leading executive customer interactions involving complex technical, operational, or commercial challenges.

• Demonstrated experience guiding customers through significant technical incidents, executive escalations, platform outages, or intricate enterprise deployments.

• Strong executive presence with the capacity to quickly establish credibility with Fortune 500 technology and business leaders.

• Extensive technical knowledge in enterprise cybersecurity platforms, endpoint protection, cloud security, identity management, SIEM, MDR, networking, or related security technologies.

• Ability to function as a trusted technical advisor to CIOs, CISOs, CTOs, Security Architects, SOC leaders, Engineering leaders, and executive business stakeholders.

• Strong commercial understanding, including enterprise renewals, contract negotiations, executive commercial strategy, and long-term customer planning.

• Proven ability to influence senior stakeholders and drive cross-functional initiatives without direct authority.

• Capability to swiftly synthesize information across Product, Engineering, Support, telemetry, and customer environments.

• Strong systems thinking to manage multiple technical workstreams concurrently.

• Excellent analytical, problem-solving, and executive communication skills.

• Proven ability to manage multiple high-profile customer engagements simultaneously in a high-pressure environment.

• Experience in a Critical Accounts Program (CAP), executive customer advocacy, enterprise customer recovery, or similar strategic customer engagement program is preferred.

• Previous roles such as Principal Technical Account Manager, Solutions Architect, Consulting Architect, Escalation Manager, Customer Reliability Engineer, or similar highly technical customer-facing leadership roles are preferred.

• Experience in Customer Success leadership, Strategic Account Management, or Professional Services leadership is preferred.

• Close collaboration experience with Product Management, Engineering, and Technical Support organizations is preferred.

• Hands-on experience managing customer recovery during major incidents, platform outages, or enterprise-scale technical escalations is preferred.

• Executive relationship management experience with Fortune 500 customers is preferred.

• Experience in the cybersecurity industry is preferred.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Employee Stock Purchase Plan (ESPP)

• Flexible time off

• Paid company holidays and paid sick time

• 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

• Nationwide pet insurance

• Cancer Care program

• Global business travel medical insurance

• Home office allowance

• Mobile phone reimbursement

• Wellness coach

• Wellness/gym reimbursement

• Fertility coverage

• Adoption & surrogacy reimbursement