Senior Customer Success Manager

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 and touchpoints with covered 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:

• Fluent in German and English.

• At least five years of demonstrated experience as an Enterprise Account Executive or Enterprise 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 communication skills, both verbal and written, 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 results-oriented attitude is a must.

• Experience with sales and customer success tools (Salesforce, Gainsight, ChurnZero, Totango, …