Principal Executive Recruiter
SentinelOne
Cyber Security
Job Level
Lead
Tech Stack
Cyber Security
About the role
- Build and scale the Customer Success function to deliver measurable customer outcomes that drive retention, expansion, and advocacy.
- Set the operating model, hire and develop the Customer Success team, and serve as the executive sponsor for strategic accounts.
- Define and execute Customer Success strategy, coverage models, playbooks, and the full customer journey.
- Set clear KPIs and career development paths; implement customer health scoring and risk management frameworks.
- Drive proactive renewal forecasting, own renewals, and identify expansion opportunities.
- Lead executive-level engagements including QBRs, EBRs, and roadmap reviews for strategic accounts.
- Serve as the Voice of the Customer across Sales, Service Delivery, Operations, and Finance, advocating for continuous improvement.
- Report regularly on portfolio health, renewal performance, and pipeline growth to shape leadership decisions.
Requirements
- Proven leadership experience scaling Customer Success or Account Management in cybersecurity, SaaS, or IT services.
- Strong record of delivering retention and Net Revenue Retention growth.
- Executive presence with ability to build trusted relationships at C-level.
- Data-driven operator; comfortable with CRM and reporting systems.
- Background in cybersecurity services or insurance/broker ecosystems preferred.
- Experience shaping leadership decisions through reporting on portfolio health, renewal performance, and pipeline growth.
- Ability to lead executive-level engagements (QBRs, EBRs, roadmap reviews).
- Experience owning the renewal process and identifying expansion opportunities.
