Senior Customer Success Manager

Overview

Job Description

Responsibilities

• - Responsible for reaching adoption and NDR targets
• - 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 and service developments.
• - Educate the client about our product roadmap and undertake product training for users.
• - Based on usage data, customer engagement, queries, and information, identify accounts likely to churn 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

Required Skills

• - 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. Salesforce experience is a plus.
• - 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
• - You work well under pressure, are a results-oriented individual, and you are a team player
• - Ability to work in a matrix environment with sales, product, customer support, and technical services

Benefits

• - Freedom & flexibility; fit your work around your life
• - Home office setup; we want you comfortable while you work
• - 16 weeks of paid Parental leave
• - Technology stipend equivalent to $100 net/month
• - PTO plan that encourages you to take time to do the things you enjoy
• - Quarterly, company-wide hackathons
• - Training stipend for conferences, courses and classes
• - Equity; we are a growing start-up and want all employees to have a share in the success of the company
• - Docker Swag
• - Medical benefits, retirement and holidays vary by country