You started your career at Domino as a Customer Success Manager and have since moved on to become our Director of Scaled Customer Success (CS). Can you tell us more about that journey and what it was like?
I joined Domino as a Customer Success Manager, with the ultimate goal of ensuring happy and healthy customers of Domino. I learned so much in this role: about Domino, about our customers’ unique challenges, and about data science/AI in general. This role also allowed me to work cross-functionally, often partnering with members of our sales, marketing, product, and engineering teams to support our customers.
Many customer success teams struggle to provide proactive support and fall into a cycle of reactive work supporting customers. Domino was no exception, and we decided we needed a way to offer scaled, proactive outreach for all of our customers. When the opportunity arose for us to build out customer programs on our (renamed) Customer Experience team, I jumped at the chance to lead the effort. I’m now in the process of building out a team to expand our customer offerings.
In your role as Director of Scaled CS, what are you looking forward to achieving?
The Scaled CS team is relatively new at Domino, so I have the opportunity to take on a variety of projects. We’ve already implemented many programs that our customers are taking advantage of monthly, including a customer-focused webinar series, product newsletters, a Customer Advisory Board, and more.
I am also really excited about a lot of the educational programs we’ll be rolling out soon. In addition to our standard onboarding training, we’re focusing on ways that we can partner with our customers to unlock their AI productivity and potential. We’ll soon have offerings to support our customers’ journey to implement Responsible AI, build and expand their Generative AI footprint, and more. I have a fantastic (and growing!) team that is laser-focused on delivering quality, educational content to our customers.
How has Domino supported your career growth?
I came to Domino after a lot of experience working with larger companies, so this was my first experience at a “startup” company. While I experienced some culture shock in the beginning, I quickly realized how much more of an impact I could make here than at the larger firms I’d worked for before. I found I had the autonomy to propose solutions to any friction I encountered, instead of being stuck in the endless red tape of a larger organization.
Domino also supported me in providing new opportunities and challenges for me to tackle, including building out our scaled CS team. I feel so grateful for all the opportunities I’ve been given to learn and grow in my career, and the countless people who have mentored me throughout my time here.
