The job, in the employer's words
Our Purpose
At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here.
About Us
SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters.
Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity.
What Are We Looking For?
We’re looking for people who are relentlessly curious and committed to continuous learning. AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts. Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes.
As a Sr. Staff Technical Success Executive, you will be tasked with serving as SentinelOne's executive intervention capability for our most strategically significant customer situations, helping our largest customers realize the full value of their SentinelOne investment while leading complex customer recoveries through successful resolution, operating alongside the Early Warning System (EWS), Critical Accounts Program (CAP), and Crisis Management. This role combines executive relationship management, expert cybersecurity technical acumen, cross-functional leadership, and commercial strategy, requiring the technical credibility to diagnose complex problems, challenge assumptions, guide solution strategy, and confidently lead conversations with customer security executives, architects, and SentinelOne Product and Engineering leaders across complex, multi-threaded customer situations including platform outages, product limitations, deployment challenges, architectural decisions, security operations issues, competitive evaluations, and executive escalations. Unlike traditional Customer Success or Technical Account Management roles, Technical Success Executives are deployed only when executive intervention is required, becoming SentinelOne's primary executive partner for the customer and the executive owner inside SentinelOne, working directly with customer executives while aligning internal teams around a single strategy to maximize customer value and drive successful long-term outcomes.
What Will You Do?
Primary responsibilities include:
- Become the primary executive partner for strategically significant customer engagements, building trusted relationships with CIOs, CISOs, CTOs, executive sponsors, architects, and operational leaders.
- Assume executive ownership of customer situations identified through the Early Warning System, Critical Accounts Program, Crisis Management, executive escalations, or executive leadership.
- Temporarily lead the customer strategy over the existing account team until the engagement reaches a successful resolution, ideally culminating in a successful renewal and transition back to the standard operating model.
- Develop and own Executive Recovery and Success Plans, defining technical milestones, executive engagement plans, commercial strategy, value realization objectives, and exit criteria.
- Lead technical recovery efforts for complex customer situations, including major incidents, product outages, deployment challenges, architecture reviews, competitive technical evaluations, and security operations concerns.
- Rapidly assess complex, multi-threaded technical issues, establish root cause hypotheses, and coordinate Product, Engineering, Support, Technical Account Management, and Professional Services around a unified technical recovery strategy.
- Drive technical value realization by ensuring customers achieve measurable business outcomes from their SentinelOne investment.
- Partner directly with Product Management, Engineering, Technical Support, and Architecture teams to remove technical blockers, prioritize customer-critical issues, influence solution direction, and accelerate recovery for strategic customer situations.
- Coordinate cross-functional execution across Customer Success, Technical Account Management, Support, Professional Services, Sales, Renewals, Product, Engineering, and Executive Leadership.
- Build and lead executive relationships with customer stakeholders, creating alignment, restoring confidence, and ensuring technical and commercial objectives remain synchronized throughout the engagement.
- Provide executive-level technical guidance to customer stakeholders, translating complex engineering issues into clear business impact, recovery plans, and value realization strategies.
- Participate directly in renewal negotiations, contract strategy, commercial structuring, pricing strategy, and multi-year planning to achieve the right long-term outcome for both the customer and SentinelOne.
- Identify recurring technical, operational, and commercial trends and provide structured feedback to Product, Engineering, Customer Experience, and GTM leadership.
- Serve as SentinelOne's executive escalation leader during strategically significant customer situations.
- Success in this role is measured by the ability to: successfully stabilize strategically significant customer situations; lead complex technical recoveries and executive escalations; improve technical value realization and platform adoption; improve customer confidence during high-impact technical events; reduce time to customer stabilization following critical incidents; influence renewal and expansion outcomes for assigned engagements; build trusted executive relationships with customer leadership; drive timely cross-functional execution across SentinelOne; and deliver actionable product and operational insights that improve future customer outcomes.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
- Customer- and outcome-oriented mindset with a passion for solving complex enterprise customer challenges.
- 10 or more years of experience in Enterprise Customer Success, Technical Account Management, Professional Services, Sales Engineering, Solutions Architecture, Strategic Accounts, Consulting, or comparable executive customer-facing roles.
- Proven experience leading executive customer engagements involving complex technical, operational, or commercial challenges.
- Demonstrated experience leading customers through major technical incidents, executive escalations, platform outages, or complex enterprise deployments.
- Strong executive presence with the ability to establish credibility quickly with Fortune 500 technology and business leaders.
- Deep technical expertise in enterprise cybersecurity platforms, endpoint protection, cloud security, identity, SIEM, MDR, networking, or adjacent security technologies, with the ability to quickly understand complex customer environments and technical architectures.
- Ability to engage as a trusted technical advisor with CIOs, CISOs, CTOs, Security Architects, SOC leaders, Engineering leaders, and executive business stakeholders while translating technical complexity into executive decision-making.
- Strong commercial acumen, including enterprise renewals, contract negotiations, executive commercial strategy, and long-term customer planning.
- Demonstrated ability to influence senior stakeholders and drive cross-functional execution without direct authority.
- Ability to rapidly synthesize information across Product, Engineering, Support, telemetry, and customer environments to develop practical recovery strategies.
- Strong systems thinking with the ability to manage multiple technical workstreams simultaneously while maintaining executive-level customer confidence.
- Excellent analytical, problem-solving, and executive communication skills.
- Ability to manage multiple high-profile customer engagements simultaneously in a fast-paced environment.
- Experience in a Critical Accounts Program (CAP), executive customer advocacy, enterprise customer recovery, or similar strategic customer engagement program is preferred.
- Experience as a Principal Technical Account Manager, Solutions Architect, Consulting Architect, Escalation Manager, Customer Reliability Engineer, or similar highly technical customer-facing leadership role is preferred.
- Previous Customer Success leadership, Strategic Account Management, or Professional Services leadership experience is preferred.
- Experience partnering closely 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.
- Cybersecurity industry experience 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
- Flexible time off
- Paid company holidays and paid sick time
- Gender-neutral parental leave
- Grandparent leave
Insurance & Financial Security
- 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
Work Perks & Flexibility
- Home office allowance
- Mobile phone reimbursement
Wellness & Lifestyle
- Wellness coach
- Wellness/gym reimbursement
- Fertility coverage
- Adoption & surrogacy reimbursement
This U.S. role has a base pay range that will vary based on the location of the candidate. For some locations, a different pay range may apply. If so, this range will be provided to you during the recruiting process. You can also reach out to the recruiter with any questions.
SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
SentinelOne participates in the E-Verify Program for all U.S. based roles.
Benefits mentioned
- Home office allowance
- Mobile phone reimbursement
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