Sr. Customer Success Manager

| Greater Boulder Area
  • 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 13 million endpoints under management, 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, 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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • ScalaLanguages
    • HTMLLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Located in the Pearl Street Mall, it’s a prime location for employees who like to hike, enjoy great restaurants, or love to grab pints at the brewpub.

An Insider's view of Carbon Black, Inc.

How would you describe the company’s work-life balance?

The company believes in work-life balance. If I ever had a family obligation or wanted to check out early to start a vacation, I’ve never been given a hard time. It’s all about getting your work done but if you need to take off to get oil changed or something, don’t sweat it. I never felt pressured to be here from 9-5 or sit in traffic.

Matt

Product Manager

How do you collaborate with other teams in the company?

Our vision is to create an organization with highly performing self-organizing teams. When we first embarked on our Agile Transformation, we looked at how we wanted to reorganize ourselves in a way that would make it easy for developers, quality engineers, UX, and product owners to collaborate.

Safaa

Senior Director of Agile Program Management

What does career growth look like on your team?

We consider the Sales Development Representative Program an important first step in building out the foundation of a future leader. Whatever your first steps are at Carbon Black won’t be your last. Our program isn’t just about getting SDRs to be a good quota carrying rep; it’s also about helping them develop the next best step in their careers.

Susan

Sr. Director, Corporate Sales

How do you make yourself accessible to the rest of the team?

My leadership style is all about empowering my teams. I work in a way that is transparent and honest and want to help people achieve personal and professional goals. I want to foster technical abilities and make sure our people are keeping up with the leading edge technologies.

Tarun

VP of Product Infrastructure & Operations

What are some social events your company does?

Our culture club, Life at Cb, focuses on a range of events. From company parties and sports leagues, to philanthropy and learning and development, there's a ton of ways we get together. Also, a lot of communities were created by our employees, such as the Hiking Club, Women in the Workplace, and more.

Ashley

Talent Brand Ambassador

What are Carbon Black, Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
For some roles, we will offer relocation assistance.
Professional Development Benefits
Job Training & Conferences
Diversity Program
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