Job Post

Sr. Customer Success Manager

Carbon Black
1100 Winter St
Waltham, MA 02451


Job Description

The Senior Customer Success Manager (CSM) is responsible for ensuring the overall success 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 renewal business for their designated enterprise accounts. The Senior CSM also works closely with the Regional Sales Representatives for add-on business in the portfolio of 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 all aspects of renewals for the portfolio of accounts and delivers results against monthly, quarterly and yearly forecast objectives
  • Executes on a repeatable process to consistently track, manage and maximize renewal opportunities
  • Partners with Regional Sales Representatives to discover, collaborate and close 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
  • Identifies any ongoing training needs within the accounts and ensures those needs are met
  • Reviews health dashboard and open case log regularly; reacts nimbly and escalates issues as required
  • 10% travel


What you’ll bring:

  • Bachelor’s degree from four year college
  • 7+ years client management experience
  • 5+ years enterprise software experience
  • Demonstrated sales acumen through previous employment, including proven success owning renewal business
  • Proven long-term customer relationship development skills; passionate about customer success
  • Solid negotiation experience
  • Understanding of enterprise software implementations and ongoing support within large and small IT departments
  • Understanding of business process and workflow
  • Solid understanding of IT security strategies and products
  • Knowledge of enterprise IT, including support and security operations
Category: Customer Success

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