Customer Success Manager

The Customer Experience organization plays a key role in Domino’s continued growth as a startup and ensuring we help our customers achieve their data science goals.

As a Customer Success Manager (CSM) at Domino, you will be responsible for maintaining and growing relationships with our company’s clients. You will serve as the main point of contact for clients, ensuring their needs are met and their expectations are exceeded. Your primary goal will be to maximize client satisfaction, retention, and revenue generation.

What your impact will be

• 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

What we look for in this role

• 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
  

What we value

• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply
• We value a growth mindset. High-performing creative individuals who dig into problems and see the opportunities for success
• We believe in individuals who seek truth and speak the truth and can be their whole selves at work
• We value all of you that believe improving is always possible. At Domino, everything is a work in progress – we can do better at everything
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company

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