Senior Customer Success Manager, Docker
€113.6-142k
Salary range is applicable in the EU only and may vary in other locations. Plus equity
More information about location
App development platform
Job no longer available
App development platform
501-1000 employees
Job no longer available
€113.6-142k
Salary range is applicable in the EU only and may vary in other locations. Plus equity
More information about location
501-1000 employees
Company mission
To increase the time developers spend on innovation, and decrease the time they spend on everything else.
Role
Who you are
- 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. Background in a developer space and technologies would be a major plus
- 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, Catalyst) is highly preferred
What the job involves
- 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
- 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
- What to expect in the first 30 days:
- You will be welcomed with a tailored onboarding experience, including equipment setup, a sweet swag package and training program
- Learn how to navigate through award-winning sales tools such as Salesforce, Gainsight, Looker, MindTickle and Docker
- Actively engage with senior stakeholders and manage relationships with clients
- Partner with CSMs to develop strategies to advocate for our customers
- By the end of your first month, you will have a proficient grasp of the tools and activities necessary to be successful in your role
- What to expect in the first 90 days:
- You will be confident in your craft and ready to immerse yourself in our customer’s business needs fully, including on-site customer meetings (EU region and the UK)
- Gain in-depth knowledge of Docker’s products and how they impact our customers
- Achieve an advanced understanding of tools, activities, and best practices to be successful in your role
- Confidently immerse yourself in our customers’ business needs
- Continue efforts to improve messaging, processes, and activities
- Educate clients about our product roadmap and conduct product training for users
- Be ready to operate independently at full speed
- What to expect in the first year:
- Establish and maintain deep, strategic relationships with our most important customers, ensuring their long-term satisfaction and loyalty
- Consistently deliver value to our customers by understanding their business needs, aligning our products and services to meet those needs and demonstrating the ROI of Docker’s solutions
- Act as the voice of the customer within Docker, providing critical feedback and insights to our product, marketing, and sales teams to improve our offerings and customer experience
- Develop and implement strategies to reduce churn and increase retention among our most strategic accounts, leveraging data-driven insights and customer feedback
- Drive high levels of product adoption and utilisation across your customer base, ensuring customers fully leverage Docker’s capabilities to achieve their business goals
- Invest in your professional development through ongoing training, attending industry conferences and staying current with customer success best practices and trends
Our take
Docker supplies a hub and desktop solution to simplify the workflow of app development teams. Originally known for popularising the idea of containerising software, it saw itself outpaced by Kubernetes. However, the company has identified a problem with the growing complexity of containerisation, with some apps consisting of dozens or even hundreds of containers - which is what it now addresses.
Docker has had a difficult time in the recent past, with 2019 seeing it sell off its enterprise business, reduce its workforce by hundreds, and change its leadership team. As a well known brand and ecosystem for containerisation, however, it aims to lure developers back to its product as well as to take advantage of the growing global demand for app development.
Returning to focus on developers rather than large companies was certainly a gamble, but one that seems to have paid off. The company has returned to profitability and raised Series C funding in 2022, which is cited to fund hiring new talent, ramping up its business, and continuing to develop and refine its product. It's also embarked on a series of acquisitions to bolster its business, with speculation mounting about its possible sale in the near future.
Steph
Company Specialist at Welcome to the Jungle
Insights
47% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Mar 2022
$105m
SERIES C
Mar 2021
$23m
SERIES B
Total funding: $498m
Company benefits
- 100% company paid medical premiums for employees and dependents
- Flexible Time Off Policy
- “Whaleness” Days — At least 1 company wide day off per month
- Employer Paid Holidays
- Generous Maternity and Parental Leave
- Home Office Set Up Budget
- Monthly Technology Stipend
- Training Allowances
- Life and Disability Insurance
- Retirement Plans
- Virtual and In-Person Social Events
- Docker Swag
- Quarterly Hackathons
- Virtual Coffee with Co-Workers
Company HQ
China Basin, San Francisco, CA
Leadership
Don Johnson
(CEO)Previously Executive Vice President of Infrastructure at Oracle, was a Principal Engineer at Amazon and a Lead Software Engineer at RealNetworks.
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