Enterprise Customer Success Manager

The Customer Experience organization at Domino is seeking a Customer Success Manager to play a key role in the company's continued growth and success. As a CSM, you will be responsible for maintaining and growing relationships with our company's clients, ensuring their needs are met and their expectations are exceeded.

About the role

• Represent Domino during a pivotal period in the customer’s lifecycle
• Understand and speak to Domino's value proposition in an increasingly competitive and crowded market
• Drive conversations and kick start migration conversations to drive Domino Cloud adoption among VPC and Onprem existing customers
• Work closely with the Scaled CS team to automate CS initiatives and bring a digital experience to listed accounts (roadmap updates, education updates, events, surveys)
• Demonstrate your Domino product expertise and ML Ops / AI knowledge to have meaningful, consultative conversations with customers throughout their renewal process
• Identify and secure upsell opportunities where applicable, whether at renewal or mid-cycle
• Partner with the Sales Team to ensure on-time delivery of customer renewals without compromising the customer experience along the way
• Maintain and report an accurate forecast for all renewals in your portfolio
• Communicate to the business risks identified and develop resolution strategies, escalating wherever appropriate

Responsibilities

• Manage ~10 accounts, sync with the Digital Experience, PS and Support teams within our org and Sales, Product, Eng etc. for overall customer and company success
• Showcase technical aptitude to understand Domino's portfolio
• Drive customers through success ensuring retention and expansion
• Have high level of comfort speaking with executives and procurement at Enterprise companies
• Exhibit proven track record of exceeding goals
• Embrace a fast-paced, collaborative environment with peers who challenge you to grow
• Believe in improving is always possible

Requirements

• 3+ years in a client-facing, pre or post-sales role
• Customer Success Manager, Account Manager, Project Manager experience
• Preferably in a SaaS/AI environment
• Experience in relevant products in the market such as Cloudera, Databricks, Sagemaker, Google, SAS or other MLAnalytics Solutions, Docker, Kubernetes
• Multi-tasking skills to manage multiple accounts
• Technical aptitude to understand Domino's portfolio
• Customer management - drive customers through success ensuring retention and expansion
• High level of comfort speaking with executives and procurement at Enterprise companies
• Proven track record of exceeding goals
• Desire to work in a fast-paced, collaborative environment with peers who challenge you to grow
• Bias toward action
• SFDC and CRM tools proficiency

Qualifications

• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Excellent problem-solving and analytical skills
• Ability to prioritize tasks and meet deadlines
• Experience with Salesforce and other CRM tools

Skills

• Technical aptitude to understand Domino's portfolio
• ML Ops / AI knowledge
• Ability to have meaningful, consultative conversations with customers
• Experience in a SaaS/AI environment

Benefits

• Annual US base salary range: $200,000—$230,000 USD
• Additional benefits may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends

Pay

• Annual US base salary range: $200,000—$230,000 USD

Schedule

• Full-time position