Customer Success Manager

Overview

We are seeking an experienced Customer Success Manager skilled in consultative selling to deliver our solutions to technically sophisticated clients, including some of the largest global organizations. This role focuses on nurturing customer relationships to ensure high retention rates and positioning DomainTools as an essential part of SecOps workflows.

Key Responsibilities

• Manage the entire customer lifecycle, starting from smooth hand-offs from Account Executives to onboarding, integration, and training to encourage early product adoption.
• Proactively engage customers with scheduled onboarding milestones, quarterly business reviews, and ongoing support to maximize product usage and satisfaction.
• Develop close partnerships with IT leaders and executive sponsors, acting as a trusted advisor and building multiple internal relationships within each account.
• Lead strategic planning sessions and QBRs to evaluate product usage, share updates, and ensure customers gain full value from their solutions.
• Maintain deep expertise in Cyber Threat Intelligence, proprietary data, and competitor offerings to deliver high-value consulting.
• Own timely renewals and collaborate with expansion managers to meet renewal and upselling targets.
• Use tools like Clari, Salesforce, and Gainsight for accurate pipeline, customer health monitoring, and forecasting.
• Analyze customer engagement to identify and mitigate churn risks by implementing proactive recovery plans.
• Serve as the customer’s internal advocate during critical support cases and coordinate cross-functional teams for resolution.
• Anticipate potential issues around new features or releases to prevent customer impact.
• Collaborate closely with Sales to validate ROI and ensure customers meet promised outcomes, while effectively communicating DomainTools' value proposition both internally and externally.

Qualifications

• Minimum three years managing multinational global accounts with technology solutions, preferably within Cybersecurity.
• Experience working directly with major global enterprises (including Global F100 companies) and government agencies.
• Background in cybersecurity technologies is required; DNS expertise is highly preferred.
• Proven success in SaaS customer retention and growth.
• Strong influencing and negotiation skills focused on value and efficient deal closure.
• Analytical mindset applied to customer engagement and pipeline management to enhance overall success.
• Efficient multitasking and prioritization skills with a collaborative spirit and accountability for performance goals.
• Willingness to travel for trade shows and industry events to promote brand presence and pipeline growth.
• Consistently meet or exceed designated performance indicators.

Compensation & Benefits

• On-target earnings of $150,000 annually, combining base salary and commission.
• Comprehensive benefits including fully covered medical, dental, and vision insurance.
• 401k retirement plan with company matching, life insurance, flexible PTO, and wellness programs.

Company & Culture

DomainTools leads in Internet intelligence, offering top security teams comprehensive domain and DNS data enriched with machine learning for near real-time risk analytics. We value diversity, equity, and inclusion, fostering an innovative environment where creativity and growth thrive. We welcome all candidates regardless of age, religion, gender, sexual orientation, disability, or other protected characteristics.