Customer Success Manager – AI SaaS
Toma
Technical Success Manager, Partners
SentinelOne
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $92,000 - $127,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudCyber SecurityLinuxMacOSPython
About the role
- Own the Technical Partnership: Serve as the primary technical authority and trusted advisor for a dedicated portfolio of named MSSP & Incident Response partners, owning the partnership's overall technical health, value realization, and success across its entire lifecycle.
- Provide Strategic & Technical Guidance: Deliver professional technical account management through proactive communication, strategic advisory, and regular service reviews. Provide telemetry-driven insights, platform health checks, and performance tuning to mitigate risk and optimize deployments.
- Drive Technical Enablement: Lead comprehensive technical onboarding, training, and enablement to ensure partners are certified and operationally proficient. Design and deliver tailored workshops and presentations, both remotely and on-site.
- Champion Partner Support: Act as a dedicated support liaison for your partners, ensuring timely resolutions from our support organization. Provide an escalation point to troubleshoot advanced issues and, as needed, take direct ownership of critical P1 incidents, marshalling cross-functional resources to drive them to a successful conclusion.
- Accelerate Platform Adoption: Drive platform innovation by aligning partner use cases with SentinelOne’s advanced features, API capabilities, and automation workflows. Proactively assist partners with the enablement and optimization of modules such as RemoteOps, Identity, Cloud Workload Security (CWPP/CNAPP), AI SIEM, and others.
- Manage Complex Deployments: Guide partners through complex deployments, ensuring they can confidently leverage the SentinelOne platform across diverse, large-scale, and multi-tenant customer environments. While not responsible for agent installation, you will provide expert guidance on deployment best practices and troubleshoot issues.
- Be an Internal Advocate: Serve as a critical technical liaison between your partners and internal SentinelOne teams, including Product and Engineering. Advocate for partner needs by communicating strategic feedback and influencing product roadmap priorities to ensure their voice helps shape the future of the platform.
- Contribute to Knowledge Sharing: Enhance our internal and partner-facing knowledge base by creating best-practice guides, technical documentation, and video tutorials based on your experiences and insights.
Requirements
- 5+ years of experience in a highly technical, hands-on, partner- or customer-facing role such as Technical Account Manager, Solutions Engineer, Senior Support Engineer, or a similar function within cybersecurity or enterprise SaaS.
- Proven success in managing complex technical relationships with enterprise or strategic partners.
- Knowledge of MSSP business operations, SLAs, and service delivery best practices.
- Knowledge of Incident Response operations and best practices.
- Deep technical expertise across multiple operating systems (Windows, macOS, Linux); experience with mobile platforms is a plus.
- Strong grasp of networking and security fundamentals, including protocol analysis, threat detection, endpoint protection (EPP/EDR), and modern Security Operations Center (SOC) workflows.
- Experience designing, supporting, or managing security solutions in large-scale, multi-tenant architectures.
- Proficiency in scripting and automation (e.g., Python, PowerShell, Bash) to drive efficiency and integration via APIs.
- Exceptional communication and technical presentation skills, with experience delivering training, workshops, or enablement sessions.
- Demonstrated ability to work autonomously and independently, making decisive judgments to ensure partner satisfaction and success.
- Strong project and time management skills, with the ability to manage multiple technically complex projects and priorities simultaneously, even under stress and urgent deadlines.
- A collaborative, team-oriented mindset with a passion for sharing knowledge across teams.
- A rapid learner with the capacity to keep pace with a swiftly evolving product portfolio and threat landscape.
Benefits
- Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
- Unlimited PTO
- Industry leading gender-neutral parental leave
- Paid Company Holidays
- Paid Sick Time
- Employee stock purchase program
- Disability and life insurance
- Employee assistance program
- Gym membership reimbursement
- Cell phone reimbursement
- Numerous company-sponsored events including regular happy hours and team building events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical account managementincident responseMSSP operationsendpoint protectionnetworking fundamentalsscriptingautomationAPI integrationoperating systemssecurity solutions
Soft skills
communication skillstechnical presentation skillsproject managementtime managementcollaborationautonomydecisive judgmentknowledge sharingtraining deliveryproblem-solving
