Senior Customer Success Manager (EMEA)

At Docker, we make app development easier so developers can focus on what matters. Our remote-first team spans the globe, united by a passion for innovation and great developer experiences. With over 20 million monthly users and 20 billion image pulls, Docker is the #1 tool for building, sharing, and running apps—trusted by startups and Fortune 100s alike. We’re growing fast and just getting started. Come join us for a whale of a ride!

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.

Responsibilities:

• 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.

Qualifications:

• 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.

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.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024.

Please see the independent bias audit report covering our use of Covey here.

Perks (for Full-Time Employees Only)

• Freedom & flexibility; fit your work around your life

• Designated quarterly Whaleness Days

• 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

Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.

Due to the remote nature of this role, we are unable to provide visa sponsorship.

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