Note: The job is a remote job and is open to candidates in USA. DomainTools is a global leader in Internet intelligence, providing solutions that help security practitioners identify external risks and investigate threats. They are seeking a Customer Success Manager who will manage customer relationships, drive retention, and ensure successful onboarding and product adoption for clients in the cybersecurity domain.
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
- Cultivate deep relationships with IT leaders, executive sponsors, and decision-makers to become a primary advocate and "champion builder."
- 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
Skills
- 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
- 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
- Direct experience with cybersecurity solutions, DNS specific experience preferred
Benefits
- Fully paid medical, dental and vision insurance premiums
- A 401k retirement plan with company matching
- Basic life insurance
- Flexible PTO
- Additional well-being benefits
Company Overview