Docker is a remote first company with employees across Europe, APAC, and the Americas that simplifies the lives of developers who are making world-changing apps. We raised our Series C funding in March 2022 for $105M at a $2.1B valuation. We continued to see exponential revenue growth last year. Join us for a whale of a ride!
We are seeking a talented Senior Customer Success Manager to join our team. This role will support Docker's most strategic enterprise customers, acting as a trusted advisor and leading customer engagement, adoption, and retention strategies.
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 with assigned 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.
Qualifications: At least five years of demonstrated experience as an Enterprise Account Executive or 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.
Excellent verbal and written communication skills, 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 a results-oriented attitude are a must.
Experience with sales and customer success tools (Salesforce, Gainsight, ChurnZero, Totango, Catalyst) is highly preferred.
What to expect in the first 30 days: You will be welcomed with a first-in-class onboarding experience, including equipment setup, a sweet swag package, and a collaborative training program.
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