Customer Success Manager

DomainTools•Denver, CO

24d•$150,000•Onsite

About The Position

You will use your extensive experience and consultative selling skills to communicate our solutions to a highly technical audience at some of the largest companies in the world. You will be responsible for maintaining relationships with our customers to drive high retention rates and successfully position DomainTools as a critical element in their critical SecOps workflow. You will be responsible for managing accounts from initial onboarding through securing renewals while also working in an account team with an expansion manager to grow bookings within your assigned accounts. We want a collaborative and energetic individual that will drive superior customer engagement. This role will contribute to the overall go-to-market (GTM) team, work in a dynamic environment and deliver messaging and product feedback back into the rest of the organization.

Requirements

3+ years experience in global multinational account management roles working with technology solutions (Ideally within the Cyber Security industry)
Direct account experience working with the largest global organizations (Global F100) and country governments.
Direct experience with cybersecurity solutions, DNS specific experience preferred
SaaS offerings experience, with a proven track record of success in both retention and expansion
Ability to influence key decision makers and to negotiate effectively based on value and time to close
An analytical approach to customer engagement, pipeline management, and improving overall customer success and support
Ability to multitask and manage multiple priorities effectively, collaborate internally to get things done and be accountable for your performance based on assigned goals.

Responsibilities

Manage the formal hand-off from new logo Account Executives (AEs) to ensure a smooth transition into the customer lifecycle.
Facilitate technical integrations during onboarding and lead product training sessions to drive early adoption.
Proactively schedule and execute onboarding milestones, including initial check-ins and mid-contract Quarterly Business Reviews (QBRs).
Own the end-to-end journey for active contract customers, focusing on onboarding, adoption, and consistent consumption. We call this Customer Activation.
Cultivate deep relationships with IT leaders, executive sponsors, and decision-makers to become a primary advocate and "champion builder." Become, and help enable your team members become, “multi-threaded”relationships within each account.
Lead QBRs to review product consumption, share roadmap/feature updates, and ensure customers are realizing the full value of their scoped solutions.
Maintain expert-level knowledge of Cyber Threat Intelligence, proprietary data sets, and the competitive landscape to provide high-value consulting.
Own and complete on-time renewals for your assigned Book of Business.
Collaborate with expansion partners to manage the sales process, meeting specific quota targets for Renewals and Lift (Upsell/Cross-sell).
Utilize Clari, Salesforce and Gainsight to maintain precise data on pipeline management, customer health scores, and opportunity forecasting.
Continuously analyze customer engagement data to identify churn risks and execute proactive "get well" action plans that reduce churn risk.
Act as the internal voice of the customer during high-severity support cases, coordinating across cross-functional teams to ensure timely resolution.
Identify potential challenges and risks in new feature adoption or release schedules before they impact the customer experience.
Partner with Sales stakeholders to validate that customers are achieving the ROI and outcomes defined during the pre-sales process.
Clearly articulate the DomainTools value proposition to all internal and external collaborators to secure long-term brand loyalty.
Be available to travel during the year to represent DomainTools at trade events and shows to help drive pipeline growth and increase DomainTools brand presence.
Meet or exceed role specific KPIs