Senior Customer Success Manager, Docker
EMEA
€113.6-142k
+ Equity
More information about location
App development platform
Be an early applicant
App development platform
501-1000 employees
Be an early applicant
€113.6-142k
+ 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
- Fluency in English and other European languages is highly desirable
- Minimum five years of demonstrated experience as Enterprise Account Executive or an Enterprise Customer Success Manager with Fortune 500 accounts (or equivalent experience in tech industry)
- Proven track record of building relationships, influencing executive-level stakeholders (VP and above), and effectively communicating with technical teams by translating business needs into technical solutions
- Experience working in the developer space is highly preferred or a demonstrated ability to quickly grasp complex technical concepts
- Experience working with a technical product or the aptitude to learn complex technical concepts
- High integrity, customer centricity and a team-first mentality
- Comfortable leading customer meetings on-site and remotely. Strong presentation and writing skills
- Strategic thinker, proactive in leading account plans while taking into account customers’s needs and wants
- Works well under pressure and is results-oriented
- Ability to work in a matrix environment with sales, product, customer support, and technical services
What the job involves
- We are seeking a talented Senior Customer Success Manager for the DACH region to join our team.
- This role will support Docker's most strategic customers, acting as a trusted advisor and leading customer engagement, adoption, and retention strategies
- 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, its value and service developments
- Educate the client about our product roadmap and undertake product training for users
- Identify accounts likely to churn based on usage data, customer engagement, queries, and information and develop strategies to retain and turn around these high-risk accounts
- Address escalating client issues quickly and urgently, 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
- 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 to navigate through award-winning sales tools such as Salesforce, Gainsight, Looker, Docker and Outreach
- 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 have connected with all of your Team members
- You will learn in-depth about 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
- You will build your understanding of your customers’ needs, challenges and their adoption maturity
- By 90 Days:
- In month three, you will be confident in your craft and ready to fully immerse yourself in building out CSM strategy and account plans with the wider team members
- 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
47% employee growth in 12 months
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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