Company Overview

DomainTools helps security analysts turn threat data into threat intelligence. We take indicators from client networks, including domains and IPs, and connect them with nearly every active domain on the Internet. Those connections inform risk assessments, help profile attackers, guide online fraud investigations, and map cyber activity to attacker infrastructure. Fortune 1000 companies, global government agencies, and leading security solution vendors use the DomainTools platform as a critical ingredient in their threat investigation and mitigation work. We are located in Belltown (downtown Seattle) in a very cool office staffed with smart and energetic co-workers. We provide great benefits and some outstanding perks.

Job Description

DomainTools is looking for an experienced Director of Customer Success to help drive customer engagement and a long-term retention strategy. We are a small and fast growing team looking for someone to help us build the processes and culture of a world class organization. To accomplish this, we are building a knowledgeable inside (Seattle-based) team that strives to be experts not only in our data, products and integration points, but also informed about the customer’s environment and the larger cyber security ecosystem.

As a critical part of our Go To Market team, you will have the opportunity to motivate, guide, and grow the Customer Success team and engage with some of the largest companies in the world. The Customer Success team is responsible for developing customer relationships that promote retention and growth while ensuring that our customers derive maximum value from our solutions. You will be responsible for working hand-in-hand with Marketing, Support and Sales while overseeing a team that helps ensure our customers adopt our solutions successfully, and maintain a high retention rate and drive expansion revenue within our existing book of business.

Working in a fast paced and growing organization, this role will not be a silo position. We are looking for a collaborative and energetic leader that can contribute to the Sales, Marketing and Support teams to deliver messaging, product and campaign feedback, work in a dynamic and ever-evolving environment, create and innovate new ways to get in front of our customers, and work proactively to drive customer engagement.

Responsibilities

• Lead, inspire, control, organize and direct both the tactical and strategic activities for the Customer Success team
• Be the voice of the customer inside DomainTools
• Accountable for a high retention rate and drive expansion revenue inside of the DomainTools’ customer base
• Design and develop customer on-boarding programs and drive execution of such
• Drive increases in engagement of our customers with our solutions to further increase our NPS score
• Coach, train, motivate and lead a team of self-motivated and driven Customer Success Managers and Customer Retention Managers
• Build, maintain and develop knowledge to become an expert on Cyber Threat Intelligence and DomainTools’ solutions, as well as the competitive landscape
• Design and implementation of ongoing customer engagement process improvements and recommendations
• Provide feedback to DomainTools management about insight to our customer’s capabilities as well as competitive and complementary products
• Manage Customer Success team to goals, objectives and quota achievement
• Deliver insight and detailed reporting on metrics and conversion rates into the go-to-market leadership team
• Work with Marketing to envision, create and support marketing efforts inside of our customer base

Requirements

Key Requirements

• 5+ years successful track record in customer success or account management including 2+ years successful track record in a leadership role with revenue responsibility
• Proven success with growing, scaling, motivating and developing a successful Customer Success team in a fast growth environment
• Customer Focused – personally demonstrate that both external and internal customers are a high priority by identifying, and responding to their needs in a timely and efficient manner
• Excellent communication and leadership skills
• 100% reliable and extremely detail-oriented; a drive to execute flawlessly
• Strong organization, planning and project management skills; ability to prioritize tasks for both self and team to meet business requirements and deadlines
• Ability to analyze metrics and statistics and translate them directly into business decisions
• Strong understanding of SaaS sales process and sales funnel metrics
• Demonstrated ability to develop constructive and cooperative working relationships with others, and maintain them over time
• Demonstrated ability to effectively analyze sales and customer success performance utilizing Salesforce.com and Microsoft Excel; must be able to demonstrate ability to build reports, dashboards, views, etc.
• Positive can-do attitude and tireless work ethic. Driven and self-sufficient.
• Travel up to 20%

Benefits

To learn more about the benefits and what it's like to work at DomainTools, visit us below or send us an email:

https://www.domaintools.com/company/join-our-team/

DomainTools is an Equal Opportunity Employer