Senior Growth Operations Specialist, Technical

sentinellabs; Deutschland; Hybrid; EUR 70.000 - 95.000; Vollzeit

Benefits dieser Stelle

RSU equity

Employee stock purchase plan

Private medical insurance

Hybrid work model

Lunch and wellness offerings

Zusammenfassung

Sentinellabs is seeking a CX/Channel Operations Specialist to orchestrate partner programs in a B2B cybersecurity environment. You will design scalable workflows, align customer experience, business development, and revenue operations to drive partner adoption, retention, and expansion.

You will shape two channel motions (VARs and MSSPs), operationalize growth programs, and convert recurring issues into enablement efforts that reduce escalations and boost time-to-value for partners.

Qualifikationen

• 3 to 5 years in CX Operations, Channel Operations, or related roles in B2B enterprise software or cybersecurity.
• Experience supporting operational workflows across Technical Support, Customer/Partner Success, and Professional Services.
• Deep familiarity with VARs, MSPs, MSSPs, and Global System Integrators.
• Track record translating operational insights into retention and growth campaigns with measurable impact.
• Experience building programs for both transactional VARs and recurring-revenue MSSPs/MSPs.

Aufgaben

• Design a dual-track operational framework for VARs and MSSPs.
• Operationalize growth programs to drive product adoption, upsell, and services expansion.
• Convert recurring issues into proactive enablement and deflection programs.
• Analyze ticket telemetry with Support Leadership to surface adoption barriers.
• Build scalable proactive structures linking partners with the right technical resources.
• Create unified workflows and handoffs between customer- and partner-facing teams.

Kenntnisse

CX Operations

Channel Operations

Customer Success Operations

Professional Services Operations

B2B software

Cybersecurity

Support telemetry

SIEM

SOAR

EDR

Tools

SIEM

SOAR

EDR

Jobbeschreibung

Role overview

This role leads the operational backbone of a technical partner ecosystem in a B2B cybersecurity environment, sitting between customer experience, business development, and revenue operations. Rather than delivering hands-on technical support, the specialist architects the programs, telemetry, and cross-functional campaigns that let partner-facing teams scale efficiently. The work directly influences partner retention, time-to-value, and expansion revenue across two distinct channel motions.

Responsibilities

• Design a dual-track operational framework tailored to two motion archetypes: VARs (transactional, project-based services with rapid delivery) and MSSPs (recurring operational health, API/SOC integration, multi-tenant enablement, sustained consumption).
• Operationalize structured growth programs that drive product adoption, upsell, and services expansion across partner-facing and customer-facing technical teams.
• Convert recurring technical issues into proactive enablement and deflection programs that reduce escalations and increase partner self-sufficiency.
• Analyze ticket telemetry and recurring technical friction with Support Leadership to surface adoption barriers across the partner journey.
• Build scalable proactive structures that connect partners with the right technical resources at the right time.
• Create unified workflows and clean handoffs between customer-facing and partner-facing technical teams.

Requirements

• 3 to 5 years in CX Operations, Channel Operations, Customer Success Operations, or Professional Services Operations within B2B enterprise software or cybersecurity.
• Demonstrated success supporting operational workflows spanning Technical Support, Customer/Partner Success, and Professional Services.
• Deep familiarity with the channel ecosystem (VARs, MSPs, MSSPs, Global System Integrators) and how technical services drive channel revenue.
• Track record of translating operational insight into retention and growth campaigns with measurable net retention impact.
• Hands-on experience building programs for both transactional VARs and recurring-revenue MSSPs/MSPs.
• Conceptual understanding of MSSP integrations (SIEM/SOAR/EDR, multi-tenancy, service desk handoffs); background in cybersecurity, network infrastructure, or complex SaaS preferred.

Nice to have

• Prior experience building a partner ecosystem from an operational standpoint.
• Certification in Customer Success, Agile Project Management (PMP/Scrum), or Revenue Operations methodologies.

Benefits and work setup

• Equity participation through restricted stock units and an employee stock purchase plan.
• Competitive leave benefits with gender-neutral parental leave.
• Private medical, dental, and vision insurance.
• Hybrid work model with flexible hours, home office allowance, and internet or mobile phone reimbursement.
• Wellness programs and in-office lunch offerings.
• Equal opportunity employment with reasonable accommodation support.