Senior Customer Success Manager - Remote

Overview

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!

In Short

• 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.
• 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.

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 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.

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.