Senior Staff Technical Success Executive, Public Sector

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

📋 Description

• Act as SentinelOne's executive intervention resource for strategically important Public Sector customer scenarios.

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

• Take executive responsibility for customer situations flagged by the Early Warning System, Critical Accounts Program, Crisis Management, executive escalations, or executive leadership.

• Temporarily oversee customer strategy alongside the existing account team until successful resolution, ideally resulting in renewal and a return to the standard operating model.

• Create and manage Executive Recovery and Success Plans that include technical milestones, executive engagement, commercial strategy, value realization objectives, and exit criteria.

• Lead technical recovery initiatives for significant incidents, product outages, deployment issues, architecture evaluations, competitive technical assessments, and security operations challenges.

• Analyze complex technical problems, establish root-cause hypotheses, and coordinate Product, Engineering, Support, Technical Account Management, and Professional Services around cohesive recovery strategies.

• Drive tangible technical value realization and platform adoption.

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

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

• Offer executive-level technical direction by translating engineering challenges into business implications, recovery strategies, and value realization plans.

• Engage in renewal discussions, contract strategy, commercial structuring, pricing strategy, and multi-year planning.

• Detect recurring technical, operational, and commercial patterns and relay feedback to Product, Engineering, Customer Experience, and GTM leadership.

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

• Stabilize customer conditions, enhance customer confidence, decrease incident stabilization time, influence renewal and expansion results, and provide actionable product and operational insights.

⛳️ Requirements

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

• Proven track record in leading executive customer engagements that involve intricate technical, operational, or commercial challenges.

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

• Strong executive presence with the ability 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 act as a trusted technical advisor to CIOs, CISOs, CTOs, Security Architects, SOC leaders, Engineering leaders, and executive business stakeholders.

• Robust commercial acumen, including expertise in enterprise renewals, contract negotiations, executive commercial strategies, and long-term customer planning.

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

• Capacity to quickly synthesize information across Product, Engineering, Support, telemetry, and customer environments.

• Strong systems thinking with the capability to manage multiple technical workstreams at once.

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

• Capacity to manage several high-profile customer engagements simultaneously in a fast-paced environment.

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

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

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

• Experience in close collaboration with Product Management, Engineering, and Technical Support organizations is preferred.

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

• Experience in executive relationship management with Fortune 500 customers is preferred.

• Background 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