Enterprise Customer Success Manager

About the role

At Domino, you will represent the company during a pivotal period in the customer's lifecycle by understanding and articulating Domino's value proposition within a competitive and crowded market. You will drive conversations and initiate migration discussions to accelerate Domino Cloud adoption among existing VPC and Onprem customers. Working closely with the Scaled CS team, you will automate customer success initiatives and deliver a digital experience for listed accounts through roadmap updates, education, events, and surveys. You will demonstrate deep Domino product expertise and ML Ops / AI knowledge to conduct meaningful, consultative conversations throughout the customer renewal process. Leveraging data and insights alongside your understanding of customer goals, you will prescribe commercial terms that align with business needs. You will identify and secure upsell opportunities where applicable, whether at renewal or mid-cycle. You will partner with the Sales Team to ensure on-time delivery of customer renewals without compromising the customer experience. Additionally, you will maintain and report an accurate forecast for all renewals in your portfolio and communicate identified risks to the business while developing resolution strategies and escalating when appropriate.

Key facts

What you'll do

• 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.
• Act as the primary point of contact for assigned enterprise accounts to ensure their needs are met and their expectations are exceeded.
• Maximize client satisfaction, retention, and revenue generation through proactive engagement and strategic oversight.
• Collaborate with internal stakeholders including Sales, Product, Engineering, and Support to resolve complex issues and align on strategic initiatives.
• Monitor account health metrics and usage patterns to identify risks and opportunities for expansion.
• Develop and execute tailored success plans that align with customer business objectives and renewal timelines.
• Provide feedback from the field to influence product roadmaps and feature enhancements based on customer needs.

Requirements

• 3+ years in a client-facing, pre or post-sales role such as Customer Success Manager, Account Manager, or Project Manager.
• Preferably in a SaaS/AI environment with experience in relevant products in the market such as Cloudera, Databricks, Sagemaker, Google, SAS or other ML Analytics Solutions, Docker, Kubernetes.
• Multi-tasking capability to manage approximately 10 accounts while syncing with the Digital Experience, Professional Services, and Support teams within our organization and coordinating with Sales, Product, and Engineering for overall customer and company success.
• Technical aptitude to understand Domino's portfolio of products and platform capabilities.
• Customer management skills to drive customers toward success, ensuring high retention and expansion rates.
• High level of comfort speaking with executives and procurement at enterprise companies.
• Proven track record of exceeding goals and delivering against key performance indicators.
• Desire to work in a fast-paced, collaborative environment with peers who challenge you to grow and develop.
• Bias toward action and a results-oriented approach to problem-solving.
• Proficiency with SFDC and CRM tools to manage pipelines, forecasts, and account plans.
• Strong communication, presentation, and interpersonal skills across all organizational levels.
• Ability to translate complex technical concepts into clear, business-focused insights for executive audiences.
• Commitment to maintaining confidentiality and handling sensitive customer information with integrity.
• Willingness to adhere to company policies, procedures, and compliance standards.

Nice to have

No preferred items were specified in the SOURCE beyond the requirements listed.

Practical notes

This role is remote within the United States, specifically targeting the East Coast region. The engagement level is defined in the source documentation under key facts. No additional hours, travel requirements, visa sponsorship details, or application deadlines were provided in the SOURCE text.