Senior Customer Success Manager

Summary

Join Docker for a whale of a ride! We're seeking a talented Senior Customer Success Manager to support our most strategic enterprise customers.

Requirements

• 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

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

Preferred Qualifications

Experience with sales and customer success tools (Salesforce, Gainsight, ChurnZero, Totango, Catalyst) is highly preferred

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
• Medical benefits, retirement and holidays vary by country