Senior Customer Success Manager - Carbon Black - Opportunity for Working Remotely

The Senior Customer Success Manager 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, the Senior CSM’s primary focus is to own the health of their portfolio of accounts and to partner with the Renewals team on the renewal business for their designated enterprise accounts.Why VMWare Carbon Black?At VMWare Carbon Black, you’ll have the opportunity to make a huge impact while working alongside a global community of passionate people who are leading the way in cutting-edge technology.Why You MatterThe Senior Customer Success Manager (CSM) is responsible for ensuring the overall health and positive outcomes for Carbon Black’s growing enterprise customer base. As a key member of the Customer Success team, 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. There is a strong focus on driving outcomes across the customer journey from onboarding through renewal. 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

Up to10% travel

What You’ll Bring

Extensive client management experience

Experience working with enterprise software customers

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

Who We AreCarbon 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 7 million endpoints under management, Carbon Black has more than 2,500 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 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.VMwareOur people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And together, we are crafting the future of business in a digital world.At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our career website: http://www.vmware.com/company/careers/life-at-vmware.html.We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future.VMware diversity: (http://www.vmware.com/company/careers/people-at-vmware.html) http://www.vmware.com/company/careers/people-at-vmware.htmlThis job requisition is not eligible for employment-based immigration sponsorship by VMwareThis job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.Category : Services and ConsultingSubcategory: Customer SuccessExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2023-05-15VMware’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional team work. The Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.