Customer Success Manager

About the Role

As a Customer Success Manager at DomainTools, you will leverage your extensive experience and consultative selling expertise to engage with a technical audience at major global organizations. Your focus will be on maintaining and nurturing client relationships to ensure high retention and establish DomainTools as an essential part of their Security Operations (SecOps) processes. You will guide customers throughout their journey from onboarding to renewal and collaborate with expansion managers to increase bookings within your portfolio.

Key Responsibilities

• Lifecycle Management & Onboarding: Manage smooth handovers from sales teams, facilitate technical integrations and training sessions, and monitor onboarding milestones and Quarterly Business Reviews to support customer activation and sustained consumption.
• Strategic Relationship Management: Build and deepen trusted relationships with IT leaders and executives, conduct QBRs to discuss product usage and roadmap updates, and maintain expert knowledge of Cyber Threat Intelligence and competitive positioning to deliver valuable consulting.
• Retention, Expansion & Revenue: Own timely renewals of your accounts, work alongside expansion partners to meet renewal and sales targets, and maintain accurate pipeline and health data using tools like Clari, Salesforce, and Gainsight.
• Risk Mitigation & Customer Advocacy: Monitor engagement to identify churn risks, create proactive remediation plans, represent the customer during support escalations, and anticipate potential challenges with new features or releases.
• Internal Leadership & Collaboration: Align closely with Sales to ensure customers achieve promised ROI, and clearly communicate DomainTools' value proposition to promote long-term loyalty.

Qualifications

• Minimum of 3 years managing global multinational accounts in technology solutions, ideally within cybersecurity.
• Proven experience working directly with Global Fortune 100 companies and government entities.
• Familiarity with cybersecurity solutions, with preference for DNS-related expertise.
• Track record of success in SaaS environments with strong achievements in client retention and account growth.
• Ability to influence senior decision-makers and negotiate effectively based on value and timing.
• Analytical mindset for managing customer engagement, sales pipeline, and improving success metrics.
• Strong multitasking and prioritization skills, effective collaboration with internal teams, and accountability for performance against goals.
• Willingness to travel as needed for trade events and to boost DomainTools’ market presence.
• Dedicated to meeting or exceeding role-specific key performance indicators.

Compensation and Benefits

• On-Target Earnings (OTE) totaling $150,000 annually, comprising base salary plus commission.

Company Overview and Additional Information

DomainTools is an industry leader in Internet intelligence, providing the foremost platform security professionals trust to identify external risks and investigate threats. Our solutions aggregate comprehensive domain, website, and DNS data with machine-learning analytics to deliver real-time risk insights, empowering advanced security teams worldwide.

We provide our employees with a competitive and comprehensive benefits package including fully covered medical, dental, and vision insurance, 401(k) with company match, basic life insurance, flexible PTO, and other wellness benefits. Committed to fostering a diverse, equitable, and inclusive environment, DomainTools encourages candidates from all backgrounds and identities to apply. We do not discriminate on any legally protected characteristic and believe that inclusivity drives innovation and growth.