Customer Success Manager

Job Description

At Carbon Black, you’ll have the chance to make an impact in the ever-evolving cybersecurity space. Our advanced technology takes on even the toughest challenges and stays ahead of the latest threats. If you want to join an agile company that’s building innovative technology in the cloud, Carbon Black is the place for you. Inspired by passionate people who are dedicated to making the world safer, it’s no wonder we’ve been named a “Top Place to Work” by the Boston Globe for four consecutive years. Join us!

Why You Matter

The Customer Success Manager (CSM) is responsible for ensuring the overall success and ongoing renewals for Carbon Black's growing customer base. As a member of the Customer Success team in the Sales organization, the CSM’s primary focus is to lead the renewal business for their designated accounts, mainly small and medium-sized businesses.

In addition the CSM is expected to work closely with the Regional and Inside Account Managers for add-on business in the portfolio of 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 CSM should be adept at developing a consultative relationship with key decisions makers within assigned accounts and further elevating executive relationships. They should also have an understanding of how the products operate and key technical understanding that makes a valuable contribution to their accounts.

What You’ll Do

Responsible for overall customer success and health for a portfolio of Carbon Black's customers, ensuring 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
Reviews health dashboard and open case log regularly; reacts nimbly and advances issues
Coordinates customer participation in User Groups, Advisory Boards or other Carbon Black events
Assists Carbon Black's marketing by encouraging customers to appear in Carbon Black related marketing materials/events including but not limited to, customer reference calls, whitepapers, magazine quotes/articles, speaking at conferences
What You’ll Bring

Bachelor’s degree from four year college
3- 5+ years client management experience in enterprise software
Demonstrated sales acumen through previous employment, including shown success owning renewal business
Passionate about customer success
Ability to coordinate cross functionally and balance the needs of the customer with the needs of the organization
Demonstrated track record in adjusting messaging for all levels and sizes of organizations that maps directly to the customer's needs
Who We Are
Carbon Black is the leading provider of next-generation endpoint security. Carbon Black’s Next-Generation Antivirus (NGAV) solution, Cb Defense, leverages breakthrough prevention technology, “Streaming Prevention,” to instantly see and stop cyberattacks before they execute. Cb Defense uniquely combines breakthrough prevention with market-leading detection and response into a single, lightweight agent delivered through the cloud. With more than 13 million endpoints under management, Carbon Black has more than 3,600 customers, including 30 of the Fortune 100. These customers use Carbon Black to replace legacy antivirus, lock down critical systems, hunt threats, and protect their endpoints from the most advanced cyberattacks, including non-malware attacks.

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.

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