Customer Success Manager

2 months, 3 weeks ago
Full-time
Mid Level
Customer and Technical Support
DomainTools

DomainTools

DomainTools is the go-to for Internet intelligence, empowering security analysts with essential tools to assess threats, prevent attacks, and investigate criminal activity.

IT Services
51-250
Founded 2004

Description

  • Manage the handoff from Account Executives and guide customers through onboarding and adoption.
  • Facilitate technical integrations and lead product training sessions during implementation.
  • Schedule and run onboarding milestones, check-ins, and mid-contract Quarterly Business Reviews.
  • Own the end-to-end lifecycle for active customers, including activation and consistent product consumption.
  • Build trusted relationships with IT leaders, executive sponsors, and decision-makers across assigned accounts.
  • Lead strategic QBRs to review usage, roadmap updates, and customer value realization.
  • Own on-time renewals and support expansion efforts with partner teams to grow bookings.
  • Track customer health, pipeline, and forecasts using Clari, Salesforce, and Gainsight.
  • Identify churn risks, create proactive recovery plans, and coordinate escalations for high-severity support issues.
  • Partner with Sales and internal teams to confirm ROI, outcomes, and customer feedback.

Requirements

  • 3+ years of experience in global multinational account management with technology solutions, ideally in cyber security.
  • Experience working with large global organizations, including Global F100 companies and country governments.
  • Direct experience with cybersecurity solutions; DNS-specific experience is preferred.
  • Experience with SaaS offerings and a proven track record in retention and expansion.
  • Ability to influence key decision-makers and negotiate effectively based on value and time to close.
  • Analytical approach to customer engagement, pipeline management, and customer success.
  • Ability to multitask, manage multiple priorities, and collaborate internally while being accountable for assigned goals.
  • Availability to travel during the year to represent DomainTools at trade events and shows.
  • Ability to meet or exceed role-specific KPIs.

Benefits

  • $150,000 OTE consisting of base salary plus commission.
  • Fully paid medical, dental, and vision insurance premiums.
  • 401(k) retirement plan with company matching.
  • Basic life insurance.
  • Flexible PTO.
  • Additional well-being benefits.

Interested in this position?

Apply directly on the company website

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