Technical Success Manager

As a Technical Success Manager, you will be tasked with delivering a portfolio of technical resources and providing support and guidance to customers across the different phases of their customer journey. You will partner across the organization to develop digital content, enhance the customer experience, implement impact reporting, and deliver initiatives that support customer engagements, serving as a valuable technical resource to the Customer Success team and the customers they support.

What Will You Do?

Primary responsibilities include:

• Act as a technical resource supporting Customer Success Managers and our Customer Community with customer inquiries and requests, including questions raised in Community groups and the shared mailer inbox.
• Serve as a technical advisor for Customer Success Managers, especially in support of the Growth Program and the Digital Journey.
• Develop and deliver technical content, including webinars, videos, templates, and posts, to enhance customer experiences and drive feature adoption, utilization, and growth.
• Moderate and present webinars and learning sessions to improve the overall customer experience.
• Moderate Community groups by responding directly to customer inquiries or sourcing the appropriate internal point of contact.
• Manage escalated customer accounts on a short-term basis through to closure.
• Represent and advocate for customer needs and issues across departments, and ensure SentinelOne is portrayed in a positive, authentic way as an ethical provider of reliable, effective, and scalable security solutions.
• Process data-driven customer tasks such as upsell signals, health alerts, and compliance or over-usage flags.
• Partner across organizational functions to support expansion opportunities within our customer base and drive net retention rate improvements.
• Create scripts utilizing APIs and other methods to support customer requirements.
• Provide regular reporting on key metrics defined by Customer Success leaders, such as feature adoption and digital content consumption, and provide insight into program risk and maturity.
• Stay up to date with the latest industry trends and topics surrounding SentinelOne and cybersecurity.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

• 4 to 5 years of prior experience in enterprise software company roles such as support, training, or professional services.
• 2 or more years of experience in a cybersecurity role.
• Proven ability to understand complex security and technical challenges, advise on cybersecurity best practices, and translate technical product value into demonstrable business impact.
• Knowledge of security technologies, architecture, and operations, and experience advising customers on best practices.
• Knowledge of threat handling, incident response, and SOC operations.
• Proficiency in Windows, macOS, and Linux operating systems, as well as containerized environments.
• Experience supporting Community environments or engaging with customers virtually.
• Experience working with customers on technical engagements or solutions, including identifying customer requirements.
• Experience developing technical content or materials.
• Willingness to develop and implement a strategic program around technical enablement.
• Ability to thrive in a multitasking environment, adjust priorities on the fly, and meet tight deadlines while remaining organized and detail-oriented.
• Cross-functional excellence, with a track record of getting teams to work together on complex operational goals.
• Strategic and creative thinking, with well-developed problem-solving and analytical skills.
• Alignment with the core values of SentinelOne: Trust, Accountability, OneSentinel, Relentlessness, Ingenuity, and Community.
• Experience in the IT or cybersecurity industry, especially endpoint security (host-based agent), identity, cloud, and SIEM security solutions, is preferred.
• Training and enablement delivery experience is preferred.
• Experience providing support or engagement to customers with a focus on technical adoption is preferred.

Why SentinelOne?

AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.

We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:

Equity & Rewards

• Restricted Stock Units (RSUs)
• Employee Stock Purchase Plan (ESPP)

Time Off & Wellbeing

• Competitive leave benefits
• Gender-neutral parental leave

Insurance & Financial Security

• Medical and insurance benefits
• Employee Assistance Program (EAP)

Work Perks & Flexibility

• Global home office allowance
• Internet allowance
• LinkedIn Learning license
• Social Connect program
• Food allowance (Bangalore office)
• Meal vouchers (Sodexo)

Wellness & Lifestyle

• Health & wellness benefit