Staff Services Operations Manager - CR

About this role

Our Purpose

At SentinelOne, we are driven by a clear purpose: to give the advantage to those who secure our future. As AI reshapes how organizations build, operate, and innovate, the responsibility to protect them becomes more critical than ever. When you join SentinelOne, your work helps protect global enterprises, critical infrastructure, and the technologies shaping tomorrow. If you are motivated by meaningful challenges and want your impact to be real, measurable, and global, you will find purpose here.

About Us

SentinelOne is a company at the intersection of AI and security, pioneering a new operating model for cybersecurity. Our AI-native platform unifies protection across endpoint, cloud, identity, data, and AI systems to deliver autonomous detection and response with clarity and speed. By combining real-time analytics, intelligent automation, and a unified data foundation, we reduce noise, simplify complexity, and empower security teams to focus on what truly matters.

Our teams are builders, problem-solvers, and innovators committed to shaping the future of security. If you are excited to solve hard problems alongside talented, mission-driven people, we invite you to help us build a safer future for humanity.

What Are We Looking For?

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 Staff Services Operations Manager, you will be tasked with defining and scaling the operational foundation for SentinelOne's revenue-generating Customer Experience organizations, including Professional Services, Technical Account Management, Premium Support, and Customer Education & Training. You will partner across Customer Experience, Finance, Revenue Operations, Sales, Product, and Deal Desk to build the operating models, pricing, forecasting, and governance needed to scale both direct and partner-delivered customer outcomes. This role is central to SentinelOne's Customer Experience transformation, including the shift to a Partner-First Services Delivery Model.

What Will You Do?

Primary responsibilities include:

• Serving as the primary operations business partner to Professional Services, TAM, Premium Support, and Customer Education leadership, supporting the evolution of Premium Support commercial operations, entitlement models, and scalable Training and Education programs.

• Building executive dashboards and owning operational reporting for key Customer Experience KPIs, including utilization, realization, gross margin, project health, support performance, training consumption, partner delivery, and resource capacity.

• Partnering with Deal Desk and Finance on forecasting models for Services, Premium Support, TAM, and Training revenue, backlog, and bookings, and supporting complex customer transactions.

• Defining and operationalizing SKUs, pricing strategy, packaging, and commercial offerings, and building scalable quote-to-delivery processes for direct and partner-delivered engagements.

• Forecasting services demand, support capacity, staffing, partner capacity, and hiring plans, while evaluating new monetization opportunities across the Customer Experience portfolio.

• Partnering with Business Systems teams to optimize Salesforce, PSA platforms, CPQ, and workflow automation, and establishing governance, cadences, and business rhythms across cross-functional teams.

• Driving continuous improvement initiatives and identifying operational risks and bottlenecks, translating business strategy into scalable programs, policies, and commercial processes.

What Skills and Knowledge Will You Bring?

Ideal candidates will have:

• 5-7+ years of experience in Revenue Operations, Services Operations, Finance, Strategy, or Customer Experience Operations within a SaaS organization, with deep knowledge of Professional Services, Premium Support, TAM, Customer Success, and Customer Education operating models.

• Experience with utilization management, staffing, capacity planning, workforce planning, and services financial performance, including support metrics like case volume forecasting, entitlement management, and SLA performance.

• Experience supporting partner-delivered or channel-led services, support, or education organizations, and a strong understanding of SaaS commercial models and post-sales customer lifecycles.

• Experience partnering with Deal Desk on complex commercial transactions, plus strong knowledge of services pricing, SKU design, packaging, quote-to-cash, CPQ, and CRM/Salesforce reporting.

• Experience building forecasting models for services and support revenue, backlog, capacity, hiring, and resource planning, and working with PSA platforms such as Certinia, Kantata, OpenAir, or Kimble.

• Strong financial modeling, business case development, and executive dashboard/KPI design skills, with excellent program management and cross-functional leadership abilities.

• Ability to influence executive stakeholders without direct authority, with…