- Experience
- 3+ yrs
- Salary
- USD 150,000 – USD 150,000 / year
- Openings
- 1
- Posted
- 8 hours ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
Job description
About the Role
As a Customer Success Manager at DomainTools, you will leverage your deep expertise and consultative selling skills to connect with highly technical audiences from leading global firms. Your main objective is to sustain strong customer relationships that lead to high retention rates and position DomainTools as an essential component in their security operations workflows. You will manage accounts from onboarding to renewal stages and collaborate with expansion managers to increase bookings within your portfolio. You will actively contribute to the go-to-market team, work in a fast-paced environment, and deliver valuable product input to enhance organization-wide strategies.
Key Responsibilities
- Ensure smooth transitions from new account executives to customer lifecycle management.
- Lead onboarding through facilitating technical integrations and conducting product training for early adoption.
- Plan and execute onboarding milestones, conducting regular check-ins and quarterly business reviews.
- Oversee the full customer contract lifecycle, focusing on activation, adoption, and ongoing usage.
- Develop trusted advisor relationships with IT leaders, executives, and decision makers, building multi-threaded connections within accounts.
- Guide strategic planning sessions and communicate product roadmaps and feature updates in QBRs to maximize customer value.
- Maintain deep expertise in Cyber Threat Intelligence, proprietary datasets, and competitive landscape to offer high-level consulting.
- Take commercial ownership of timely renewals and collaborate with expansion partners to meet renewal and upsell targets.
- Use Clari, Salesforce, and Gainsight to manage pipeline, assess customer health, and forecast opportunities accurately.
- Continuously analyze engagement data to identify churn risks and implement preemptive corrective actions.
- Lead customer escalation processes during critical support issues, coordinating cross-functional teams for fast resolution.
- Anticipate and address challenges related to new feature rollouts before they affect users.
- Partner with sales to ensure customers achieve expected ROI and outcomes from pre-sale commitments.
- Communicate DomainTools’ value proposition clearly to secure enduring customer loyalty.
Candidate Requirements
- A minimum of 3 years managing global multinational accounts with technology solutions, preferably within cybersecurity.
- Experience engaging the largest global corporations (Fortune 100) and government agencies.
- Background in cybersecurity solutions is essential; DNS-related experience is a plus.
- Proven success with SaaS products in retention and account expansion.
- Strong negotiation and influencing skills focused on value and timely closures.
- Analytical mindset for customer engagement, pipeline management, and improving customer success metrics.
- Ability to juggle multiple priorities, collaborate effectively, and take accountability for goals.
- Willingness to travel occasionally to represent DomainTools at industry events and boost brand visibility.
- Consistently meet or surpass role-specific key performance indicators.
Compensation & Benefits
- Total On-Target Earnings of $150,000 including base salary and commission.
- Comprehensive benefits package including fully paid medical, dental, and vision insurance premiums.
- 401(k) plan with company matching, basic life insurance, flexible paid time off, and wellness benefits.
About DomainTools
DomainTools is recognized as the global leader in Internet intelligence, serving as the primary resource for security practitioners worldwide. The company provides the most advanced solutions for identifying external risks, threat investigations, and proactive defenses in an ever-changing threat environment. Combining vast domain website and DNS data, DomainTools delivers real-time risk analytics powered by machine learning. We embrace diversity, equity, and inclusion, fostering a culture where creativity and innovation thrive. We encourage candidates from all backgrounds to apply and prohibit discrimination based on any legally protected status.