Enterprise Customer Success Manager - Domino Data Lab

About Domino

At Domino, we build solutions that help the largest, highly regulated organizations adopt AI to accelerate mission-critical use cases. Our platform integrates a streamlined model and app development environment, advanced model, agent, and app hosting capabilities, and novel governance capabilities providing regulator-ready AI at scale. 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.

Backed by Sequoia Capital, Coatue Management, NVIDIA, Snowflake, and other leading investors, we have been in business for over a decade while operating with the spirit of a startup.

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 client accounts. 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.

Key Responsibilities

• Represent Domino during a pivotal period in the customer’s lifecycle; speak consultatively to Domino's value proposition in a competitive market.
• Drive conversations and kickstart migration initiatives to encourage Domino Cloud adoption among VPC and On-Premises existing customers.
• Work closely with the Scaled CS team to automate CS initiatives and bring a digital experience to accounts (roadmap updates, education updates, events, surveys).
• Demonstrate Domino product expertise and MLOps / AI knowledge to lead meaningful, consultative conversations throughout the renewal process.
• Leverage data and insights to prescribe commercial terms that align with the needs of the business and customer goals.
• Identify and secure upsell opportunities where applicable, both at renewal and mid-cycle.
• Partner with the Sales team to ensure on-time delivery of customer renewals while maintaining a great customer experience.
• Maintain and report an accurate forecast for all renewals in your portfolio.
• Identify and communicate business risks and develop resolution strategies, escalating where appropriate.

Qualifications & Requirements

• 3+ years in a client-facing, pre- or post-sales role (Customer Success Manager, Account Manager, Project Manager), preferably in a SaaS/AI environment.
• Familiarity with relevant products in the market such as Cloudera, Databricks, SageMaker, Google, SAS, Docker, Kubernetes, or other ML/Analytics solutions.
• Ability to multi-task and manage ~10 enterprise accounts while syncing across Digital Experience, Professional Services, Support, Sales, Product, and Engineering teams.
• Strong technical aptitude to understand Domino's portfolio.
• Proven customer management skills to drive retention and expansion.
• High level of comfort speaking with executives and procurement at Enterprise companies.
• Proven track record of exceeding goals in a fast-paced, collaborative environment.
• Proficiency with SFDC and CRM tools.

Domino Values

• Diversity & Inclusion: We strongly believe in growing a diverse team and encourage applicants of all backgrounds to apply.
• Growth Mindset: We value high-performing individuals who dig into problems and see opportunities for success.
• Truth & Authenticity: We encourage individuals who seek and speak the truth and bring their whole selves to work.
• Continuous Improvement: Everything is a work in progress—we believe improving is always possible.
• Teaching & Learning: We emphasize an environment that equips employees with the tools needed to succeed.

Compensation & Benefits

• Total Compensation (OTE) Range: $177,000 - $250,000 USD
• Equity / stock options
• Company bonus and sales commissions
• 401(k) plan
• Medical, dental, and vision insurance
• Wellness stipends
• Visa sponsorship may be available based on business considerations and candidate eligibility