Senior Customer Success Manager

Summary

Join Docker for a whale of a ride! We're seeking a technically proficient Senior Customer Success Manager to join our team. The Senior CSM will act as a strategic partner, guiding clients through the technical onboarding process, ensuring seamless adoption of Docker's suite of business subscription features, and serving as a project manager for key technical initiatives.

Requirements

• 5+ years of experience in a Customer Success or Technical Account Management role, preferably supporting Fortune 500 or enterprise clients with complex technical environments
• Technical proficiency with containerization technologies, cloud platforms, DevOps tools, or similar technical products
• Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Totango, Catalyst) and CRM systems like Salesforce
• Project management skills, including the ability to coordinate across multiple teams and manage technical projects from initiation through to completion
• Technical aptitude: Ability to quickly learn and explain complex technical concepts to technical and non-technical stakeholders alike
• Strong communication skills with an emphasis on technical writing and the ability to explain highly technical solutions in a clear and actionable way

Responsibilities

• Lead the end-to-end technical onboarding process for new business subscription customers
• Set the overall technical strategy for your client base, maintaining active engagement with senior stakeholders and managing Docker executive relationships with clients
• Work with customers to ensure successful integration of Docker features into their development workflows
• Act as a technical liaison between customers and internal teams, including product development, support, and engineering
• Oversee and guide technical projects from inception to completion, ensuring timely delivery and integration of Docker solutions into customer environments
• Provide technical training and education to customers on Docker's business subscription services
• Act as the primary point of contact for customer escalations, diagnosing and solving complex technical issues
• Identify at-risk accounts based on technical performance, adoption levels, and usage data
• Develop technical strategies to mitigate churn and ensure continued adoption of Docker's solutions
• Regularly engage in customer feedback sessions to gather insights into how Docker's product features can be enhanced

Benefits

• 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