Sr. Customer Success Manager - Carbon Black

The Senior Customer Success Manager (CSM) is responsible for ensuring the overall health and ongoing renewals for Carbon Black’s growing enterprise customer base. As a key member of the Customer Success team in the Sales organization, the Senior CSM’s primary focus is to own the overall health for their designated enterprise accounts.The Senior CSM advocates for customer business needs within Carbon Black product management, services, and engineering organizations to ensure the overall health of its customers.  The Senior CSM will also partner with the Field Sales team in securing the renewal and add-on business in the portfolio of accounts.  The Senior CSM should be adept at developing a consultative relationship with key decisions makers within assigned enterprise accounts and further elevating executive relationships. They should also have an understanding of how the products operate and key technical understanding that provides value to their accounts.

What You’ll Do

• Responsible for overall customer success and health for a portfolio of Carbon Black's enterprise customers, ensuring that customers achieve a target security posture and get maximum value out of the products
• Responsible for renewals for the portfolio of accounts and delivers results against monthly, quarterly and yearly forecast objectives
• Partners with Regional Sales Representatives to discover, collaborate and close renewals and new and add-on business within the portfolio of accounts
• Builds strategic relationships with CISOs, other key security leaders, and end users of Carbon Black products
• Thinks strategically about customer success and adapts approach based on individual and sometimes evolving customer needs
• Sets and manages customer expectations while continuing to highlight Carbon Black’s distinctive value proposition in the market
• Reviews health dashboard and open case log regularly; reacts nimbly and escalates issues as required.
• Collaborates with the support and engineering teams to ensure that customers are healthy in their use of the products and any issues are addressed in a timely manner
• Works with the product management team to ensure customer feature requests are addressed
• Foresees risk and implements mitigation strategies
• 10% travel

What You’ll Bring

• Bachelor’s degree from a four-year college
• 7+ years client management experience
• 5+ years of enterprise software experience
• Demonstrated sales acumen through previous employment, including proven success owning renewal business
• Excellent verbal and written communications, presentation and facilitation skills
• Understanding of enterprise software implementations and ongoing support within large and small IT departments
• Knowledge of enterprise IT, including support and security operations
• CISM, CISA, CISSP are helpful
• Previous experience with Salesforce and  Gainsight is desirable

Why you should join us

Carbon Black is a leading provider of next-generation endpoint security, leveraging breakthrough prevention technology to instantly see and stop before they execute. With more than 13 million endpoints under and more than 4000 customers—including 30 of the Fortune 100—the opportunities are massive and exciting. With 1000+ employees, offices across the world, and the best-of-the-best tools for collaboration from anywhere, now is an ideal time to become part of the Cb Team. See where you fit best at Lifeatcb.carbonblack.com.

Carbon Black is an Equal Opportunity Employer. Carbon Black is an inclusive employer that believes in workplace equality, supports diversity, creates a welcoming environment, and respects the unique qualities each individual brings to the company.