Senior Customer Success Manager

Summary

Join Docker, a remote-first company, as a Senior Customer Success Manager and help millions of software developers worldwide. You will act as a trusted advisor, guiding customers through their Docker journey, from onboarding to long-term value creation. This role requires five years of experience managing customer success with Fortune 500 accounts or equivalent. You will be responsible for achieving adoption and NDR targets, managing executive relationships, and addressing client issues. Docker offers a comprehensive onboarding experience, various perks, and a supportive team environment. The company values transparency, asynchronous communication, and a team-first mentality.

Requirements

• Five years of demonstrated experience as a customer success manager with Fortune 500 accounts or equivalent experience
• Strong relationship-building, negotiating, and influencing skills (internal and with customers)
• Experience working with a technical product or the aptitude to learn complex technical concepts
• Positive and upbeat phone skills, excellent listening skills, and strong writing skills
• High integrity and a team-first mentality
• Ability to work in a matrix environment with sales, product, customer support, and technical services

Responsibilities

• Responsible for reaching adoption and NDR targets
• Set your client base's overall vision and strategy, maintaining active engagement with senior stakeholders and managing Docker executive relationships with clients
• Manage communications and touchpoints with covered accounts, involving other internal specialists as required on technical and commercial matters
• Work with the product team to manage product requests with strategic clients
• Run regular account reviews with clients to ensure the relationship remains healthy and share structured updates on product and service developments
• Educate the client about our product roadmap and undertake product training for users
• Based on usage data, customer engagement, queries, and information, identify accounts likely to churn and 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 covered clients, gaining a deep understanding of their business and helping them to derive maximum value from us

Preferred Qualifications

• Experience with CS Software (Gainsight, ChurnZero, Totango, Catalyst)
• Salesforce experience
• Experience with managing executive relationships at the VP level
• You work well under pressure, are a results-oriented individual, and you are a team player

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