Senior Customer Success Manager

Summary

Join Docker, a remote-first company experiencing rapid growth, as a Senior Customer Success Manager in the DACH region. This role involves supporting strategic customers, acting as a trusted advisor, and leading engagement, adoption, and retention strategies. You will manage communications, work with the product team on client requests, conduct account reviews, and educate clients on product roadmaps. The position requires experience in enterprise account management or customer success, strong communication skills, and the ability to work in a matrix environment. Docker offers a comprehensive onboarding experience, various perks, and a supportive team environment.

Requirements

• Fluency in English and other European languages is highly desirable
• Minimum five years of demonstrated experience as Enterprise Account Executive or an Enterprise Customer Success Manager with Fortune 500 accounts (or equivalent experience in tech industry)
• Proven track record of building relationships, influencing executive-level stakeholders (VP and above), and effectively communicating with technical teams by translating business needs into technical solutions
• High integrity, customer centricity and a team-first mentality
• Comfortable leading customer meetings on-site and remotely. Strong presentation and writing skills
• Strategic thinker, proactive in leading account plans while taking into account customers’s needs and wants
• Works well under pressure and is results-oriented
• Ability to work in a matrix environment with sales, product, customer support, and technical services

Responsibilities

• 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, its value and service developments
• Educate the client about our product roadmap and undertake product training for users
• Identify accounts likely to churn based on usage data, customer engagement, queries, and information and develop strategies to retain and turn around these high-risk accounts
• Address escalating client issues quickly and urgently, 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 working in the developer space is highly preferred or a demonstrated ability to quickly grasp complex technical concepts
• Experience working with a technical product or the aptitude to learn complex technical concepts

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