Manager, Customer Communications

About Us:

SentinelOne is defining the future of cybersecurity through our XDR platform that automatically prevents, detects, and responds to threats in real-time. Singularity XDR ingests data and leverages our patented AI models to deliver autonomous protection. With SentinelOne, organizations gain full transparency into everything happening across the network at machine speed – to defeat every attack, at every stage of the threat lifecycle. 

We are a values-driven team where names are known, results are rewarded, and friendships are formed. Trust, accountability, relentlessness, ingenuity, and OneSentinel define the pillars of our collaborative and unified global culture. We're looking for people that will drive team success and collaboration across SentinelOne. If you’re enthusiastic about innovative approaches to problem-solving, we would love to speak with you about joining our team!

What are we looking for?

If you’re passionate about empowering customers and creating a great experience through effective communication, you have a place with us. SentinelOne is looking for a Manager, Customer Communications to lead our Customer Communications team and drive our efforts for educating and communicating with our customers in order to enhance their lifecycle.

You should be detail-oriented and adept at communicating in writing and verbally with stakeholders of all levels. If this is you and you want to be part of a next-gen growing technology in a company with a fantastic culture, we would love your help making our customers successful!

What will you do?

• Collaborate with leaders across Product Management, Engineering, Security Research, Marketing, Services, and others for communications to all SentinelOne customers and partners.
• Lead and coordinate all activities related to systemic, critical, and recurring communications, including intake, communication draft, scope definition, and approval process.
• Manage and mentor Customer Communications team, including providing career development opportunities, evaluating performance, and overseeing and approving ongoing communications.
• Manage communications programmatically, with a clear “roadmap," objectives and key results (OKRs), lifecycle, and considerations for segment and audience.
• Define and analyze Customer Communications KPIs and execute against mutually agreed upon timelines.
• Draft critical communications to ensure customers receive timely updates.
• Review and generalize Root Cause Analysis (RCA) documents to ensure customer concerns are addressed and documents are customer-ready.
• Work closely with leaders in our Digital Customer Success and Community teams to strategize and execute on value-driven engagement in our 1:Many segment.
• Ensure that teams and leaders are informed of important external communications and prepared for expected response from customer-facing teams.
• Increase visibility through executive-level reporting to keep Senior and Executive Leadership apprised of Customer Communications initiatives, outcomes, and challenges – both quantitatively and qualitatively.
• Oversee and analyze surveys soliciting customer feedback for follow-up action and discussion in executive-level reporting.
• Edit and refine draft communications that are customer-facing or have customer impact, including from other teams as needed.
• Ability to work a flexible work schedule, especially during times of critical communications.
• Undertake other responsibilities, as required.

What skills and knowledge should you bring?

• Possess a customer-centric approach–you enjoy working with customers
• Ability to engage and communicate with audiences that vary in size, product sophistication, and lifecycle stage
• Ability to understand, communicate, and manage change in a fast-paced environment
• 7+ years of experience in communications, corporate marketing, customer marketing, or public relations with a focus on existing customers
• 2+ years of experience managing people
• Prior experience leading and building in a Customer Communications program in a customer-focused role (Customer Success, Sales, Marketing, etc.) or equivalent history of managing communications lifecycle, customer campaigns, or critical communications
• Impeccable written and verbal communication skills
• Experience with Marketing or Campaign tools (e.g., Marketo, Hubspot, Marketing Cloud, etc.)
• Familiar with Customer Success, CRM, and surveying tools and platforms
• Exposure to technical ideas and concepts and familiarity with Information Technology and/or Security sectors
• Experience in communicating with customers from diverse cultures
• Thrives in a multitasking environment and can adjust priorities on the fly
• Detail-oriented and analytical
• Strong team player but still a self-starter
• Critical escalation management or critical communication experience
• Experience building and/or executing persona-based campaigns

What will separate you from other candidates?

• Previous security industry experience or endpoint security-specific experience
• Professional competency in one or more foreign language(s)
• Experience with Salesforce (or other Customer Success tools) 
• Experience with reporting tools such as PowerBI or Tableau
• Experience with HTML and/or CSS
• Experience with Canva or Figma

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.

Base Salary Range$132,000—$182,000 USD

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. 

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