Customer Success Manager

Summary

Join Domino Data Lab as a Customer Success Manager to maintain and grow relationships with clients, drive conversations for Domino Cloud adoption, and maximize client satisfaction, retention, and revenue generation.

Requirements

• 3+ years in a client-facing, pre or post-sales role
• Customer Success Manager, Account Manager, Project Manager
• 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: you will 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
• 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

Responsibilities

• Maintain and grow relationships with our company's clients
• Serve as the main point of contact for clients, ensuring their needs are met and their expectations are exceeded
• Maximize client satisfaction, retention, and revenue generation
• 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
• Leverage data and insights alongside your understanding of the customer’s goals to prescribe commercial terms that align with the needs of the business
• 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

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends