Senior Growth Operations Specialist, Technical

sentinellabs; United States; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Restricted Stock Units (RSUs)

Employee Stock Purchase Plan

Private medical, dental, and vision

Hybrid work model

Home office allowance

Internet or mobile phone reimburse

Wellness programs

In-office lunch offerings

Parental leave

Job summary

SentinelLabs seeks an experienced Operations leader to shape the partner ecosystem across two channel motions—VARs and MSSPs—driving adoption, retention, and revenue growth. You will architect programs that span customer experience, business development, and revenue operations, guiding cross-functional teams.

The role emphasizes scalable enablement, proactive issue deflection, and measurable impact on partner time-to-value and expansion revenue.

Qualifications

• 3–5 years in CX Operations, Channel Operations, Customer Success Operations, or Professional Services Operations within B2B software or cybersecurity.
• Proven experience supporting operational workflows across Technical Support, Customer/Partner Success, and Professional Services.
• Deep familiarity with the channel ecosystem (VARs, MSPs, MSSPs, GSIs) and how technical services drive channel revenue.
• Track record 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, and service desk handoffs.

Responsibilities

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

Skills

CX Operations

Channel Operations

Customer Success Operations

Professional Services Operations

Tools

SIEM/SOAR/EDR

Job description

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.