Enterprise Customer Success Manager
Drive customer renewals, expansions, and migrations to Domino Cloud for enterprise accounts. Leverage MLOps/AI expertise for consultative conversations, identify upsell opportunities, and partner with sales to ensure retention and growth while managing a portfolio of ~10 accounts.
About the job
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
Skills
Customer Success, Account Management, Project Management, SaaS, AI, MLOps, Cloudera, Databricks, SageMaker, Docker, Kubernetes, Sfdc, CRM
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