Sr. Customer Success Manager


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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

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 cyberattacks before they execute. With more than 14 million endpoints under management, and more than 4,600 customers—including one-third of the Fortune 100—the opportunities are massive and exciting. With 1,200+ 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

Carbon Black, Inc. is an EEO/AA 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.

Job Type : Full-Time
Education Level : Bachelors Degree
Experience Level : Mid to Senior Level
Job Function : Customer Service
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