Senior Customer Success Manager, Docker
$160-200k
+ Offers equity
Docker
Kubernetes
Looker
Salesforce
Gainsight
Senior level
Remote in US
More information about location
App development platform
Be an early applicant
App development platform
501-1000 employees
B2BInternal toolsSaaSDevOpsCloud Computing
Be an early applicant
$160-200k
+ Offers equity
Docker
Kubernetes
Looker
Salesforce
Gainsight
Senior level
Remote in US
More information about location
501-1000 employees
B2BInternal toolsSaaSDevOpsCloud Computing
Company mission
To increase the time developers spend on innovation, and decrease the time they spend on everything else.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
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
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 10 rounds)
Mar 2022
$105m
SERIES C
Mar 2021
$23m
SERIES B
Total funding: $497.9m
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 values
- Humility - We give credit rather than seeking it. We’re always open to feedback and correction. We don’t assign blame when something goes wrong, but learn from it together
- Developer Obsession - We understand developers, we put developers’ priorities first, and we never get in their way. We succeed by making developers happy and productive
- Open Collaboration - We’re very open internally about what’s going on, good and bad. Almost all documents and conversations are visible to everyone. Transparency is key. We help each other’s teams and departments, rather than building our own empires
- Bias for Considered Action - We don’t do things carelessly or without thinking, but we want to move fast, and we encourage our employees to act proactively and autonomously. We prefer to take action sooner, and iterate or correct as necessary. Experiments are good
Company HQ
China Basin, San Francisco, CA
Articles
Leadership
Scott Johnston
(CEO, not founder)Has been COO and CPO with Docker prior to CEO role. Before that was VP, Marketing & Product at Puppet and a Venture Partner at Alloy Ventures.
Diversity, Equity & Inclusion at Docker
- Docker embraces diversity and we’re wholeheartedly committed to being proactive in promoting diversity across our organization. We’re dedicated to establishing an organization that reflects the fundamental respect for different ways of working and living, and we assure every Docker employee the opportunity to reach his or her full potential.
- Current Employee Groups (with more to come!): Women ERG, Mental Health ERG, DEI Council
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