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
