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Senior Customer Success Manager

Docker

At Docker, we help developers bring their ideas to life and support millions of software developers worldwide.  Docker is growing at an exceptional rate to support the growth in software applications worldwide and investing in our customer success team.
We are looking for a talented Senior Customer Success Manager to join our team.  The Customer Success Manager acts as a trusted advisor and supports customers on their Docker journey through onboarding, nurturing, product adoption, and developing lifelong value.
Docker is a remote-first company with employees across Europe and the Americas.  This means we value transparency and asynchronous communication, but we also understand that meeting in person is important.
What You Will Be Doing
  • Responsible for reaching adoption and NDR targets
  • Set the overall vision and strategy for your client base, 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
  • 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 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
What You Will Need
  • 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 with CS Software (Gainsight, ChurnZero, Totango, Catalyst) is highly preferred.
  • Salesforce experience is a plus
  • 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
  • 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
  • Ability to work in a matrix environment with sales, product, customer support, and technical services
In your first 30 days:
  • You will be welcomed with a first-in-class onboarding experience that includes equipment setup, a sweet swag package, and a collaborative training program
  • You will learn how to navigate through award-winning sales tools such as; Salesforce, Outreach, SalesForce, Looker, and Docker.
  • Set the overall vision and strategy for your client base, maintain active engagement with senior stakeholders, and manage relationships with clients
  • You will work closely with your manager, shadow your peers, and partner with other CSMs to develop strategies to advocate for your customers.
  • At the end of your first month, you will have a proficient grasp of the tools and activities necessary to be successful in your role.
In Your First 60 Days
  • You will be laser-focused on managing your account base during your second month.
  • You will have connected with all of your primary customer accounts
  • Build out-reach campaign for target accounts, understanding key decision-makers and then connect with them using all communication channels (cold calls, email, chat, and social media)
  • You will gain in-depth knowledge of Docker’s products and how they impact your customer base.
  • You will have an advanced understanding of tools, activities, and best practices to be successful in the CSM role.
By 90 Days
  • In month three, you will be confident in your craft and ready to immerse yourself in your customer’s business needs fully.
  • You will continue efforts to improve messaging, processes, and daily activities.
  • Educate the client about our product roadmap and undertake product training for users
  • You will be ready to operate independently at full speed.
Perks:
  • Freedom & flexibility; fit your work around your life
  • Variety of virtual and in-person social events to build connections and have fun
  • Home office setup; we want you comfortable while you work
  • Generous maternity and parental leave
  • Technology stipend equivalent to $100 net/month
  • PTO plan that encourages you to take time to do the things you enjoy
  • Whaleness Days: companywide day off each month
  • Quarterly, company-wide hackathons
  • Training stipend for conferences, courses, and classes
  • Stock Options; 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.
Not sure if you qualify? Apply anyway; we hire candidates with diverse experience and backgrounds. If you are returning to work after a gap in employment or transitioning to the next step in your career path, we look forward to hearing from you.

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

EU Salary Range
63,000 EUR – 133,000 EUR (salary range can change if hired in at a different level)

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

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