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!

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 seeking a technically proficient Senior Customer Success Manager to join our team. The Senior CSM will act as a strategic partner, guiding clients through the technical onboarding process, ensuring seamless adoption of Docker’s suite of business subscription features, and serving as a project manager for key technical initiatives. You’ll work closely with development, product, and engineering teams to drive adoption, deliver value, and support the customer’s technical journey from day one.

Docker is a remote-first company with employees across Asia, 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

• Technical Onboarding & Adoption: Lead the end-to-end technical onboarding process for new business subscription customers, ensuring their environments are properly configured for Docker’s platform and products.

• Strategic Account Management: Set the overall technical strategy for your client base, maintaining active engagement with senior stakeholders and managing Docker executive relationships with clients.

• Guiding Product Adoption: Work with customers to ensure successful integration of Docker features into their development workflows. Analyze customer usage patterns, provide guidance on feature utilization, and facilitate smooth technical transitions to Docker’s new features and updates.

• Cross-Functional Collaboration: Act as a technical liaison between customers and internal teams, including product development, support, and engineering. Coordinate with technical specialists on complex customer needs.

• Project Management for Technical Integrations: Oversee and guide technical projects from inception to completion, ensuring timely delivery and integration of Docker solutions into customer environments. Track milestones and ensure customers are aligned with best practices.

• Customer Education & Enablement: Provide technical training and education to customers on Docker’s business subscription services, helping customers build long-term value through deep product knowledge. Educate clients about Docker’s product roadmap, feature rollouts, and technical updates.

• Escalation Management: Act as the primary point of contact for customer escalations, diagnosing and solving complex technical issues by orchestrating cross-functional teams and technical resources as needed.

• Risk Mitigation & Retention: Identify at-risk accounts based on technical performance, adoption levels, and usage data. Develop technical strategies to mitigate churn and ensure continued adoption of Docker’s solutions.

• Continuous Improvement: Regularly engage in customer feedback sessions to gather insights into how Docker's product features can be enhanced, working with the product team to influence the product roadmap.

What You Will Need

• 5+ years of experience in a Customer Success or Technical Account Management role, preferably supporting Fortune 500 or enterprise clients with complex technical environments.

• Technical proficiency with containerization technologies, cloud platforms, DevOps tools, or similar technical products. Experience with Docker, Kubernetes, CI/CD pipelines, or cloud-native architectures is highly desirable.

• Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Totango, Catalyst) and CRM systems like Salesforce.

• Project management skills, including the ability to coordinate across multiple teams and manage technical projects from initiation through to completion.

• Technical aptitude: Ability to quickly learn and explain complex technical concepts to technical and non-technical stakeholders alike.

• Strong communication skills with an emphasis on technical writing and the ability to explain highly technical solutions in a clear and actionable way.

• Relationship management experience with senior leadership at enterprise clients, with a proven track record of influencing, negotiating, and maintaining executive-level relationships.

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.

•  Actively engage with senior stakeholders, and manage relationships with clients

• You will work closely with your peers and partner with CSMs to develop strategies to advocate for our 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 supporting the CS Team during your second month.

• You will have connected with all of your Team members. 

• You will gain in-depth knowledge of Docker’s products and how they impact our customers.

• You will have an advanced understanding of tools, activities, and best practices to be successful in your role.

By 90 Days

• In month three, you will be confident in your craft and ready to immerse yourself in our customer’s business needs fully.

• You will continue efforts to improve messaging, processes, and activities.

• Educate our clients about our product roadmap and undertake product training for users

• You will be ready to operate independently at full speed.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024.

Please see the independent bias audit report covering our use of Covey here.

Perks (for Full-Time Employees Only)

• 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

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

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

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