Manager, Customer Communications

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