Senior Customer Success Manager

Docker is a remote first company with employees across Europe, APAC and the Americas that simplifies the lives of developers who are making world-changing apps. We raised our Series C funding in March 2022 for $105M at a $2.1B valuation. We continued to see exponential revenue growth last year. Join us for a whale of a ride!

We are seeking a talented Senior Customer Success Manager to join our team. This role will support Docker's most strategic enterprise customers, acting as a trusted advisor and leading customer engagement, adoption and retention strategies.

Responsibilities:

• Set the overall vision and strategy for your enterprise customer base, maintain active engagement with senior stakeholders, and manage Docker executive relationships with customers.
• Understand business and developer needs, align and execute tailored account success plans to drive value and customer satisfaction.
• Manage communications and touchpoints with covered accounts, involving other internal specialists as required on technical and commercial matters.
• Work closely with the product team to manage product requests and feedback from strategic customers.
• Run regular account reviews with customers to ensure the relationship remains healthy and share structured updates on product and service developments.
• Educate customers about our product roadmap and undertake product training for users.
• Identify accounts likely to churn based on usage data, customer engagement and gathered information. Develop strategies to retain and turn around these high-risk accounts.
• Address escalating client issues with speed and urgency, orchestrating resources across the company as appropriate.
• Driving product adoption and usage patterns.
• Act as a trusted advisor to assigned clients, gaining a deep understanding of their business and helping them to derive maximum value from our solutions.

Qualifications:

• At least five years of demonstrated experience as an Enterprise Account Executive or Enterprise Customer Success Manager with Fortune 500 accounts or equivalent experience.
• Proven track record in relationship building, negotiating and influencing at executive levels (VP and above).
• Experience working with a technical product or the aptitude to learn complex technical concepts. Background in a developer space and technologies would be a major plus.
• Excellent communication skills, both verbal and written, with strong listening abilities.
• High integrity, customer centricity and a team-first mentality.
• Strong problem-solving skills and ability to work well under pressure in a fast moving environment.
• Ability to work in a matrix environment, collaborating with sales, product, customer support and technical services teams.
• Self-drive, curiosity and results-oriented attitude is a must.
• Experience with sales and customer success tools (Salesforce, Gainsight, ChurnZero, Totango, Catalyst) is highly preferred.

What to expect in the first 30 days:

• You will be welcomed with a tailored onboarding experience, including equipment setup, a sweet swag package and training program.
• Learn how to navigate through award-winning sales tools such as Salesforce, Gainsight, Looker, MindTickle and Docker.
• Actively engage with senior stakeholders and manage relationships with clients.
• Partner with CSMs to develop strategies to advocate for our customers.
• By the end of your first month, you will have a proficient grasp of the tools and activities necessary to be successful in your role.

What to expect in the first 90 days:

• You will be confident in your craft and ready to immerse yourself in our customer’s business needs fully, including on-site customer meetings (EU region and the UK).
• Gain in-depth knowledge of Docker’s products and how they impact our customers.
• Achieve an advanced understanding of tools, activities, and best practices to be successful in your role.
• Confidently immerse yourself in our customers’ business needs.
• Continue efforts to improve messaging, processes, and activities.
• Educate clients about our product roadmap and conduct product training for users.
• Be ready to operate independently at full speed.

What to expect in the first year:

• Establish and maintain deep, strategic relationships with our most important customers, ensuring their long-term satisfaction and loyalty.
• Consistently deliver value to our customers by understanding their business needs, aligning our products and services to meet those needs and demonstrating the ROI of Docker’s solutions.
• Act as the voice of the customer within Docker, providing critical feedback and insights to our product, marketing, and sales teams to improve our offerings and customer experience.
• Develop and implement strategies to reduce churn and increase retention among our most strategic accounts, leveraging data-driven insights and customer feedback.
• Drive high levels of product adoption and utilisation across your customer base, ensuring customers fully leverage Docker’s capabilities to achieve their business goals.
• Invest in your professional development through ongoing training, attending industry conferences and staying current with customer success best practices and trends.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024.

Please see the independent bias audit report covering our use of Covey here.

Perks (for Full-Time Employees Only)

• Freedom & flexibility; fit your work around your life
• Home office setup; we want you comfortable while you work
• 16 weeks of paid Parental leave
• Technology stipend equivalent to $100 net/month
• PTO plan that encourages you to take time to do the things you enjoy
• Quarterly, company-wide hackathons
• Training stipend for conferences, courses and classes
• Equity; we are a growing start-up and want all employees to have a share in the success of the company
• Docker Swag
• Medical benefits, retirement and holidays vary by country

Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.

Due to the remote nature of this role, we are unable to provide visa sponsorship.

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