Sr. Staff Technical Success Executive

SentinelOne

13d•$160,000 - $220,000

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
Deliver actionable product and operational insights that improve future customer outcomes.