Senior Customer Success Manager

2 months ago
Full-time
Senior
Customer and Technical Support
Puck

Puck

Puck helps great teams find great teammates through employer branding, conversations, and authentic candidate engagement, using personalized automation to enhance the candidate experience and improve hiring metrics.

Internet Software & Services
1-10
Founded 2020

Description

  • Serve as the primary point of contact for clients and maintain strong customer relationships.
  • Represent Domino during key stages of the customer lifecycle and communicate the company’s value proposition.
  • Drive renewal conversations and support customer migration to Domino Cloud for VPC and on-prem customers.
  • Partner with the Scaled CS team to automate customer success initiatives and deliver a digital experience for listed accounts.
  • Use product knowledge and ML Ops / AI expertise to lead consultative conversations throughout the renewal process.
  • Leverage customer data and business insights to recommend commercial terms that align with customer needs.
  • Identify and secure upsell opportunities during renewals or mid-cycle.
  • Partner with Sales to ensure on-time customer renewals while preserving the customer experience.
  • Maintain and report an accurate renewals forecast for your portfolio.
  • Communicate customer risks, develop resolution strategies, and escalate issues when needed.

Requirements

  • 3+ years of experience in a client-facing pre-sales or post-sales role.
  • Experience as a Customer Success Manager, Account Manager, Project Manager, or similar role.
  • Preferred experience in a SaaS or AI environment.
  • Experience with relevant platforms such as Cloudera, Databricks, SageMaker, Google, SAS, or other ML/analytics solutions.
  • Experience with Docker and Kubernetes is preferred.
  • Ability to manage approximately 10 accounts at once and coordinate across Digital Experience, PS, Support, Sales, Product, and Engineering teams.
  • Technical aptitude to understand Domino’s product portfolio.
  • Comfort speaking with executives and procurement teams at enterprise companies.
  • Proven track record of exceeding goals.
  • Proficiency with SFDC and CRM tools.

Benefits

  • Annual US base salary range of $200,000 to $230,000 OTE.
  • Equity may be included as part of the compensation package.
  • Company bonus or sales commissions/bonuses may be included.
  • 401(k) plan.
  • Medical, dental, and vision benefits.
  • Wellness stipends.
  • Remote work flexibility indicated by #LI-Remote.

Interested in this position?

Apply directly on the company website

Apply Now

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