Customer Success Operations Manager, Docker
$120-150k
Salary applicable to candidates in the US and may vary in further locations. + Offers Equity
More information about location
App development platform
Be an early applicant
App development platform
501-1000 employees
Be an early applicant
$120-150k
Salary applicable to candidates in the US and may vary in further locations. + Offers 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
- An ideal candidate is a start-up builder who has experience in working with Technical Account (Customer Success), Sales Engineering and Renewals teams, and has worked closely with Salesforce, Clari, Gainsight, Opine, ZoomInfo, Outreach and LinkedIn Sales Navigator
- 4+ years of experience in Technical Account / Customer Success Operations and/or Renewal Operations
- Experience working for a high growth software/SaaS company
- Prior experience in managing post-sales workflows, renewals forecasting, and translating data into actionable insights
- Knowledgeable in managing projects including writing project plans, business requirement documents and business summaries
- Track record of defining operational processes and collaborating with technology teams for successful implementation of projects
- Exceptional communication and interpersonal skills
- Technically savvy with Google Suite, Salesforce, Gainsight, Opine, ZoomInfo, Outreach and LinkedIn Sales Nav
- Ability to think strategically and translate business needs into actionable plans within a fast paced environment
- Comfortable and familiar with cross-functional collaboration
- Able to work autonomously, with a constant focus on building for the future
- Energy, enthusiasm, and love of building
- Experience with Sales Engineering and Solutions Architect teams
- Comfortable with new technologies and ability to communicate with those who are tech-savvy
What the job involves
- We are seeking an experienced Technical Account Operations Manager to join our Revenue Operations team who are responsible for optimizing the success of Docker’s Sales & GTM teams to accelerate our revenue growth
- This role will suit someone with experience working in Customer Success Operations
- Your primary focus will be building and streamlining GTM processes and systems, supporting International GTM leaders, managing projects from conception to release, supporting with Renewals forecasting, working alongside GTM leadership to define, build and document processes and overall strategy and planning for the TAM, SE & Renewals organizations
- This role reports to the Director of Sales Operations
- Support the leadership team covering the Technical Account Managers, Sales Engineers and Renewals Teams to ensure the teams have the necessary tools, processes and data to achieve business objectives
- Act as the primary stakeholder for key GTM systems such as Gainsight and Opine and gain a deep knowledge of these systems to assist with implementation of automation, process improvements and new initiatives
- Work with the Renewals Leadership to ensure good forecast hygiene and accuracy
- Define scalable and repeatable processes and work with cross functional teams to ensure a positive post-sales experience for customers
- Document and adapt all processes to ensure alignment with evolving customer journeys, automation and internal workflows
- Serve as the internal expert for the tech stack, processes and projects for the Technical Account, Renewals and Sales Engineering teams
- Help manage GTM quota models
- Work alongside the Business Systems team and Analytics team to ensure availability and accuracy of customer data within Salesforce, Gainsight and other GTM systems
- Develop and administer reports, dashboards and analytics to track key performance indicators, drive operational efficiencies and support data-based decision making
- Track leading indicators of retention, renewals management, adoption, utilization, customer sentiment and survey results, and provide insights and recommendations based on this data to the leadership team
- Identify and implement continuous process improvements to enhance productivity and performance
- Assist in fiscal year planning cycle
- 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, Gainsight, ZoomInfo, Outreach, LinkedIn Sales Navigator, and Docker
- Identify areas of improvement in our systems and processes that will assist our Technical Account and Renewal’s teams to be more successful
- Review existing processes and metrics to identify areas of improvement
- Begin building strong cross functional relationships
- First 90 days
- Begin taking on projects and working with the relevant cross functional teams to scope and build
- Become the key stakeholder of relevant tools within the tech stack and start scoping refinements and improvements
- Build documentation to support new and existing processes
- Start implementing improvements to assist with data integrity and accuracy
- 1 year
- Assist in scoping future quarter priority projects
- Have full ownership of various key projects related to the GTM org and the supporting systems
- Build scalable and repeatable processes to assist the Sales & GTM org
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 HQ
China Basin, San Francisco, CA
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.
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