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Director, Customer Sucess at Carbon Black
Waltham, MA, US

Carbon Black is seeking a Director of Customer Success to oversee our strategic level clients within various US territories.  We are seeking someone with a proven track record of leading a team of senior strategic account managers responsible for renewals, and offering innovative solutions to ensure an excellent customer experience. The individual should be comfortable in a fast-paced, high growth environment and proven success in the annual subscription renewal rate of commercial level products.

The Carbon Black Customer Success Team’s mission is: To ensure that Carbon Black customers utilize best practices to achieve optimal value from our security products.  Through this mission, we are able to meet and exceed our goals, including the renewal rate goal.  The team does this through a variety of mechanisms including customer calls, webinars, online community, and customer events. 

Reporting to the Vice President of Customer Success in a division of the Go to Market organization, the Director is responsible for ensuring the team is performing optimally within their territories to achieve its objectives, and interfacing cross functionally to ensure that the company is aligned in providing an excellent customer experience.

What You’ll Do

  • Manage and lead a group of 11-13 strategic enterprise level success managers to achieve and overachieve renewal and customer success goals
  • Forecast the renewal business and delivering results against monthly, quarterly and annual forecast objectives
  • Act as a point of escalation with customers and react nimbly to ensure customer issues are addressed quickly; partner with Sales Directors to collaborate and close renewals, new and add-on business within the portfolio of accounts
  • Analyze risk trends with customers and implement mitigation strategies
  • Partner cross- functionally with Product Management, Support, Services and Engineering to ensure that the Company optimally provides the features and service that its customers require

    What You’ll Bring

  • Bachelor’s degree in Business Administration, Computer Science, or related field
  • 7+ years’ of Customer Success or Account Management within a high growth enterprise software company
  • 5+ years’ experience leading teams with both large and small customer portfolios and understanding on how to optimize for all scenarios
  • Solid management skills that emphasizes collaboration and is able to make command decisions when required
  • Travel up to 25%



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


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