Customer Success Manager

Who we areAt 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.aiWhat we are buildingThe 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 beRepresent Domino during a pivotal period in the customer’s lifecycle; understand and speak to Domino's value proposition in an increasingly competitive and crowded marketDrive conversations and kick start migration conversations to drive Domino Cloud adoption among VPC and Onprem existing customersWork 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 processLeverage data and insights alongside your understanding of the customer’s goals to prescribe commercial terms that align with the needs of the businessIdentify and secure upsell opportunities where applicable, whether at renewal or mid-cyclePartner with the Sales Team to ensure on-time delivery of customer renewals without compromising the customer experience along the wayMaintain and report an accurate forecast for all renewals in your portfolioCommunicate to the business risks identified and develop resolution strategies, escalating wherever appropriateWhat we look for in this role3+ years in a client-facing, pre or post-sales roleCustomer Success Manager, Account Manager, Project ManagerPreferably in a SaaS/AI environmentExperience in relevant products in the market such as Cloudera, Databricks, Sagemaker, Google, SAS or other MLAnalytics Solutions, Docker, KubernetesMulti-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 successTechnical aptitude to understand Domino's portfolioCustomer management - drive customers through success ensuring retention and expansionHigh level of comfort speaking with executives and procurement at Enterprise companiesProven track record of exceeding goalsDesire to work in a fast-paced, collaborative environment with peers who challenge you to growBias toward actionSFDC and CRM tools proficiencyWhat we valueWe strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to applyWe value a growth mindset. High-performing creative individuals who dig into problems and see the opportunities for successWe believe in individuals who seek truth and speak the truth and can be their whole selves at workWe value all of you that believe improving is always possible. At Domino, everything is a work in progress – we can do better at everythingWe emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the companyThe annual US base salary range for this role is listed below. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.Compensation