Enterprise Customer Success Manager
Domino Data Lab · United States
- Hybrid
- Full-time
- $230,000 / year
- United States
Job highlights
- Manage client relationships and exceed expectations.
- Drive adoption of Domino Cloud solutions.
- Consult with clients on product expertise.
- Identify and secure upsell opportunities.
- Ensure on-time delivery of customer renewals.
About the role
About Domino Data Lab
At Domino, we build software that helps the largest, AI-driven organizations build and operate advanced data science and AI solutions at scale. Our platform integrates a streamlined model development environment, MLOps capabilities, and novel features for collaboration, reuse, and reproducibility — all of which make data science teams more productive, reduce time to value, and ensure compliance. Our customers — like Johnson & Johnson, GSK, Bristol Myers, UBS, FINRA and the US Navy — are using our software to solve some of the most important challenges in the world, such as developing new medicines, securing our financial markets, or protecting our country. Backed by Sequoia Capital, Coatue Management, NVIDIA, Snowflake and other leading investors, we have been in business for a decade but are still a small team operating with the spirit of a startup. Especially in the world of AI today, we believe that the future is still being invented — and we want to be the ones building it. For more information, visit www.domino.ai
What We Are Building
The Customer Experience organization plays a key role in Domino’s continued growth as a startup and ensuring we help our customers achieve their data science goals.
As a Customer Success Manager (CSM) at Domino, you will be responsible for maintaining and growing relationships with our company's clients. You will serve as the main point of contact for clients, ensuring their needs are met and their expectations are exceeded. Your primary goal will be to maximize client satisfaction, retention, and revenue generation.
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 with relevant products in the market such as Cloudera, Databricks, Sagemaker, Google, SAS or other ML/Analytics 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.
What We Value
We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We value a growth mindset. High-performing creative individuals who dig into problems and see the opportunities for success. We believe in individuals who seek truth and speak the truth and can be their whole selves at work. We value all of you that believe improving is always possible. At Domino, everything is a work in progress – we can do better at everything. We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.
Compensation Range
$200,000—$230,000 USD
Key skills/competency
- Enterprise Customer Success Manager
- SaaS
- AI
- MLOps
- Account Management
- Client-facing
- Relationship Management
- Upsell Opportunities
- Forecasting
- Technical Aptitude
Skills & topics
- Customer Success Manager
- Enterprise
- SaaS
- AI
- MLOps
- Account Management
- Client Relationship Management
- Upselling
- Forecasting
- Technical Aptitude
- Data Science
- Cloud Adoption
- Renewal Management
How to get hired
- Tailor your resume: Highlight experience with SaaS, AI, MLOps, and client-facing roles. Quantify achievements in customer retention and revenue growth.
- Craft a compelling cover letter: Express your passion for Domino's mission and how your skills align with the Enterprise Customer Success Manager role.
- Prepare for technical questions: Be ready to discuss your understanding of Domino's platform and ML/AI concepts.
- Showcase executive communication skills: Prepare examples of successful interactions with enterprise clients and their leadership.
- Research Domino's values: Understand their emphasis on diversity, growth mindset, and truth-seeking to align your responses during interviews.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities for an Enterprise Customer Success Manager at Domino Data Lab?
- As an Enterprise Customer Success Manager at Domino Data Lab, your key responsibilities will include maintaining and growing client relationships, serving as the primary point of contact, maximizing client satisfaction, retention, and revenue generation, driving Domino Cloud adoption, and identifying upsell opportunities. You will also partner with the sales team to ensure timely renewals and report on your portfolio's forecast.
- What experience is required to be considered for the Enterprise Customer Success Manager role at Domino?
- Domino Data Lab is looking for candidates with 3+ years in a client-facing, pre or post-sales role, such as Customer Success Manager, Account Manager, or Project Manager, preferably within a SaaS/AI environment. Experience with competitor products like Cloudera, Databricks, Sagemaker, or similar ML/Analytics solutions is also preferred.
- What technical skills are important for this Enterprise Customer Success Manager position?
- A strong technical aptitude to understand Domino's portfolio is essential. This includes knowledge of MLOps, AI concepts, and familiarity with technologies like Docker and Kubernetes. Proficiency in SFDC and other CRM tools is also required.
- How does Domino Data Lab approach diversity and inclusion for its Enterprise Customer Success Managers?
- Domino Data Lab strongly values diversity and inclusion, encouraging applications from individuals of all backgrounds, genders, ethnicities, abilities, and sexual orientations. They believe in fostering a diverse team to drive innovation and success.
- What is the typical career path for an Enterprise Customer Success Manager at Domino Data Lab?
- While specific paths vary, success as an Enterprise Customer Success Manager at Domino Data Lab can lead to opportunities in senior CSM roles, team lead positions within Customer Success, or transitions into other client-facing or management roles within the company, leveraging your deep understanding of customer needs and the Domino platform.
- How does Domino Data Lab support the professional growth of its Enterprise Customer Success Managers?
- Domino Data Lab emphasizes a culture of teaching and learning, equipping employees with the tools needed for success. They value a growth mindset and encourage employees to continuously improve, supporting professional development in a fast-paced, collaborative environment.