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Strategic Success Manager, Northeast Region at Carbon Black
Waltham, MA, US / Pittsburgh, PA, US / New York City, NY, US / Baltimore, MD, US



The Strategic Success Manager (SSM) is responsible for ensuring the overall success of a portfolio of strategic accounts with Carbon Black products. As a senior member of the Sales Customer Success team, the SSM is responsible for driving success and value of the products within the assigned customers and partnering with Field Sales team (Regional Director and Regional Account Manager) for renewal and add-on opportunities. The SSM is adept at developing and nurturing a consultative relationship with CISOs and other key security leaders within a customer organization, as well as building relationships with the “hands on” security personnel. The Strategic Success Manager is skilled in navigating the diverse needs of the customer/company and the Carbon Black sales, services, support, product and engineering teams. 

This is a remote role that will be focused on accounts within the Northeast territory - preferred locations include Greater Boston
, Greater NYC, Pittsburgh, or Baltimore. 


What You’ll Do

  • Manages a portfolio of strategic accounts throughout their lifecycle with Carbon Black  
  • Works with Sales Account Manager to bring in renewals and add-on opportunities
  • Builds and elevates strategic relationships with CISOs and other key security leaders within their account
  • Presents quarterly business reviews with customers to ensure ongoing partnership
  • Ensures a smooth and successful transition from the engagement manager on the service delivery to operations
  • Works with customers to define value and keeps them apprised of new product features
  • Facilitates regular roadmap conversations between customer and product management
  • Sets and manages customer expectations while continuing to highlight Carbon Black's distinctive value proposition in the market
  • Reviews health dashboard and opens cases on a regular basis and has technical ability to do assessments of issues; escalates issues as required
  • Apprises Carbon Black's management of overall health of customers (technical, organizational, operational and sponsorship)
  • Assists Carbon Black 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
  • 30-50% travel


What You’ll Bring

  • 8+ years professional service or client management experience
  • 5+ years enterprise software implementation experience
  • Experience as a TAM in a similarly sized organization
  • Proven long-term customer relationship skills; passionate about customer success
  • Solid understanding of IT security strategies
  • Knowledge of enterprise IT infrastructures and configuration, including support and security operations
  • Knowledge of Microsoft Windows configuration and management
  • Proficient in Windows 2000, XP,7, 2003/2008 server and supporting technologies/products
  • High-level knowledge of SQL and SQL Server