Senior Customer Success Manager

Overview

Job Description

Responsibilities

• - Set the overall vision and strategy for your enterprise customer base, maintain active engagement with senior stakeholders, and manage Docker executive relationships with customers.
• - Understand business and developer needs, align and execute tailored account success plans to drive value and customer satisfaction.
• - Manage communications and touchpoints with covered accounts, involving other internal specialists as required on technical and commercial matters.
• - Work closely with the product team to manage product requests and feedback from strategic customers.
• - Run regular account reviews with customers to ensure the relationship remains healthy and share structured updates on product and service developments.
• - Educate customers about our product roadmap and undertake product training for users.
• - Identify accounts likely to churn based on usage data, customer engagement and gathered information.
• - 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 assigned clients, gaining a deep understanding of their business and helping them to derive maximum value from our solutions.

Required Skills

• - At least five years of demonstrated experience as an Enterprise Account Executive or Enterprise Customer Success Manager with Fortune 500 accounts or equivalent experience.
• - Proven track record in relationship building, negotiating and influencing at executive levels (VP and above).
• - Experience working with a technical product or the aptitude to learn complex technical concepts.
• - Background in a developer space and technologies would be a major plus.
• - Excellent communication skills, both verbal and written, with strong listening abilities.
• - High integrity, customer centricity and a team-first mentality.
• - Strong problem-solving skills and ability to work well under pressure in a fast moving environment.
• - Ability to work in a matrix environment, collaborating with sales, product, customer support and technical services teams.
• - Self-drive, curiosity and results-oriented attitude is a must.
• - Experience with sales and customer success tools (Salesforce, Gainsight, ChurnZero, Totango, Catalyst) is highly preferred.

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