Senior Technical Success Executive

SentinelOne, Inc.; Madrid; On-site; EUR 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Unlimited Time Off

401K

Job summary

SentinelOne, Inc. is seeking a Senior Technical Success Executive to rapidly understand and lead through complex, multi-threaded customer situations at the executive level.

You will guide solution strategy, work closely with customer security executives, and align internal teams around a single strategy to maximise customer value and renewals. The role requires deep cybersecurity expertise, executive presence, and a proven ability to manage high-stakes engagements across Product, Engineering,

Qualifications

• 10+ 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.
• Deep technical expertise in enterprise cybersecurity platforms, endpoint protection, cloud security, identity, SIEM, MDR, networking, or adjacent security technologies.
• Strong track record leading executive customer engagements involving complex technical, operational, or commercial challenges.
• Demonstrated ability to influence senior stakeholders and drive cross-functional execution without direct authority.

Responsibilities

• Lead complex, multi-threaded customer situations, including platform outages, deployment challenges, and security operations issues.
• Serve as SentinelOne’s executive escalation leader for strategically significant customer engagements.
• Develop and own Executive Recovery & Success Plans with technical milestones and executive engagement plans.
• Coordinate cross-functional execution across Product, Engineering, Support, Sales, Renewals, and Leadership.
• Translate technical complexity into clear business impact for customer stakeholders and executives.

Skills

Executive relationship management

Cybersecurity technical acumen

Cross-functional leadership

Executive communication

Job description

• We're looking for people who are relentlessly curious and committed to continuous learning


• AI is reshaping every function across our business, and we enable every team member, regardless of role or level, to build fluency in AI tools and concepts


• Those who thrive here actively seek out new solutions, experiment thoughtfully, and apply what they learn to drive better, faster, smarter outcomes


• As a Senior Technical Success Executives you will rapidly understand and lead through complex, multi-threaded customer situations—including platform outages, product limitations, deployment challenges, architectural decisions, security operations issues, competitive evaluations, and executive escalations


• While you won’t be expected to personally resolve every technical issue, you must possess 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


• Technical Success Executives are SentinelOne’s executive intervention capability for our most strategically significant customer situations


• Operating alongside the Early Warning System (EWS), Critical Accounts Program (CAP), and Crisis Management, they are responsible for helping our largest customers realize the full value of their SentinelOne investment while leading complex customer recoveries through successful resolution


• This role combines executive relationship management, expert cybersecurity technical acumen, cross-functional leadership, and commercial strategy


• Unlike traditional Customer Success or Technical Account Management roles, Technical Success Executives are deployed only when executive intervention is required


• You will become 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


• If you thrive in ambiguity, build trust quickly, influence without authority, and enjoy solving the most complex technical and business challenges in enterprise cybersecurity, we’d love to hear from you


• 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 & 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

Benefits

• Medical, dental, and vision coverage


• Employee assistance program


• Gym reimbursement


• Incentive-based challenges


• Mental health and mindfulness


• Unlimited Time Off


• Grandparent Leave


• Volunteer Time Off


• Paid Sick Time


• Paid Holidays


• 16 weeks Gender-Neutral Parental Leave


• Restricted Stock Unit Program


• Flexible Spending Accounts


• Life Insurance


• Short and Long Term Disability Insurance


• 401K


• Team building activities


• Celebrations and social gatherings


• Community volunteering events


• Global all hands and local town hall events

• Strong systems thinking with the ability to manage multiple technical workstreams simultaneously while maintaining executive-level customer confidence


• 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 executive presence with the ability to establish credibility quickly with Fortune 500 technology and business leaders


• Strong commercial acumen, including enterprise renewals, contract negotiations, executive commercial strategy, and long-term customer planning


• Proven experience leading executive customer engagements involving complex technical, operational, or commercial challenges


• Demonstrated ability to influence senior stakeholders and drive cross-functional execution without direct authority


• Demonstrated experience leading customers through major technical incidents, executive escalations, platform outages, or complex enterprise deployments


• 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


• Excellent analytical, problem-solving, and executive communication skills


• Customer- and outcome-oriented mindset with a passion for solving complex enterprise customer challenges


• Ability to manage multiple high-profile customer engagements simultaneously in a fast-paced environment


• Ability to rapidly synthesize information across Product, Engineering, Support, telemetry, and customer environments to develop practical recovery strategies


• 10+ 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


• Experience in a Critical Accounts Program (CAP), executive customer advocacy, enterprise customer recovery, or similar strategic customer engagement program


• Experience as a Principal Technical Account Manager, Solutions Architect, Consulting Architect, Escalation Manager, Customer Reliability Engineer, or similar highly technical customer-facing leadership role


• Previous Customer Success leadership, Strategic Account Management, or Professional Services leadership experience


• Experience partnering closely with Product Management, Engineering, and Technical Support organizations


• Hands-on experience managing customer recovery during major incidents, platform outages, or enterprise-scale technical escalations


• Executive relationship management experience with Fortune 500 customers


• Cybersecurity industry experience