Senior Customer Success Manager, Docker
Hyper-Touch Team
$160-200k
+ Equity
More information about location
App development platform
Job no longer available
App development platform
501-1000 employees
Job no longer available
$160-200k
+ 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
- Five years of demonstrated experience as a customer success manager with Fortune 500 accounts or equivalent experience
- Strong relationship building, negotiating and influencing skills (internal and with customers)
- Experience with CS Software (Gainsight, ChurnZero, Totango, Catalyst) is highly preferred
- Experience working with a technical product or the aptitude to learn complex technical concepts
- Positive and upbeat phone skills, excellent listening skills, and strong writing skills
- High integrity and a team-first mentality
- Experience with managing executive relationships at the VP level and higher
- Ability to work in a matrix environment with sales, product, customer support, and technical services
What the job involves
- We are looking for a talented Senior Customer Success Manager to join our team. The Customer Success Manager acts as a trusted advisor and supports customers on their Docker journey through onboarding, nurturing, product adoption, and developing lifelong value. This team will be working with our most strategic accounts
- Set the overall vision and strategy for your client base, 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 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 with speed and urgency, 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 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 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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