Customer Success Manager

Overview

As a Customer Success Manager at DomainTools, you will leverage your deep industry experience and consultative sales expertise to engage with highly technical audiences at leading global organizations. Your primary role will be to nurture and maintain customer relationships, ensuring high retention and integrating DomainTools as an essential component of clients' Security Operations workflows. You'll oversee account management from onboarding through renewal, collaborate closely with expansion managers to increase bookings, and contribute valuable feedback to the broader go-to-market team within a dynamic environment.

Key Responsibilities

• Manage smooth account transitions from Account Executives to ensure a seamless customer lifecycle beginning.
• Facilitate technical integration and conduct product training sessions during onboarding to promote early adoption.
• Proactively organize and execute onboarding milestones and Quarterly Business Reviews to maintain structured engagement.
• Own the entire customer lifecycle including onboarding, usage adoption, and ongoing consumption emphasizing customer activation.
• Build and deepen trusted advisor relationships with IT leaders, executives, and decision makers; foster multiple points of contact per account.
• Lead QBRs to review product usage, share updates, and confirm that customers realize full value from DomainTools solutions.
• Maintain expert knowledge of Cyber Threat Intelligence, proprietary datasets, and competitor offerings to provide consultative guidance.
• Ensure timely renewal of accounts within your portfolio and collaborate with expansion teams to meet renewal and upsell goals.
• Maintain accurate pipeline and customer data via tools such as Clari, Salesforce, and Gainsight for forecasting and customer health monitoring.
• Analyze customer engagement metrics to identify churn risks and deploy proactive measures to mitigate risk.
• Act as customer advocate during high-severity support escalations, coordinating internally to resolve issues promptly.
• Anticipate challenges related to new features or releases and implement preventive strategies to safeguard customer experience.
• Collaborate with sales teams to confirm customers achieve promised ROI and outcomes from pre-sales commitments.
• Effectively communicate DomainTools' value proposition internally and externally to ensure lasting customer loyalty.

Requirements

• Over 3 years’ experience managing global multinational accounts in technology sectors, ideally cybersecurity.
• Proven track record working with large global enterprises including Fortune 100 companies and government entities.
• Hands-on experience with cybersecurity solutions; DNS knowledge is highly preferred.
• Experience with SaaS products demonstrating success in both customer retention and expansion.
• Strong influencing and negotiation skills focused on value delivery and timely deal closure.
• Analytical mindset applied to customer engagement, pipeline management, and continuous customer success improvement.
• Ability to handle multiple priorities while collaborating internally and taking accountability for performance goals.
• Willingness to travel as needed to represent DomainTools at industry events and conferences to grow pipeline and brand presence.
• Consistently meet or exceed key performance indicators specific to the role.

Compensation and Benefits

• Target total compensation of $150,000 annually, comprising base salary plus commission.

DomainTools is a global leader in Internet intelligence powering top security teams worldwide with comprehensive domain, website, and DNS data combined with machine-learning risk analytics delivered in near real time. We offer a competitive and well-rounded benefits package including fully paid medical, dental, and vision insurance premiums, a 401(k) plan with company match, basic life insurance, flexible paid time off, and wellness programs. Embracing diversity, equity, and inclusion, DomainTools fosters an innovative and supportive culture welcoming candidates from all backgrounds and perspectives.