Vertex Ventures US
Vertex Ventures US

Senior Customer Success Manager



Customer Service, Sales & Business Development
Posted on Wednesday, June 26, 2024

Docker is a remote first company with employees across Europe, APAC and the Americas that simplifies the lives of developers who are making world-changing apps. We raised our Series C funding in March 2022 for $105M at a $2.1B valuation. We continued to see exponential revenue growth last year. Join us for a whale of a ride!

At Docker, we help developers bring their ideas to life and support millions of software developers worldwide. Docker is growing at an exceptional rate to support the growth in software applications worldwide and investing in our customer success team.

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.

What You Will Be Doing:

  • Engage a broad set of customer stakeholders, technical users and executives, understand business and developer needs and align Docker value created to these customer objectives.

  • 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.

What You Will Need:

  • Experience with managing executive relationships at the VP level and higher.

  • At least five years of demonstrated experience as an Enterprise Account Executive or Customer Success Manager with Fortune 500 accounts or equivalent experience.

  • Strong relationship building, negotiating and influencing skills (internal and with customers).

  • Experience working with a technical product or the aptitude to learn complex technical concepts.

  • Japanese Language skills - Business level

  • Positive and upbeat Zoom/Teams skills, excellent listening skills, and strong writing skills.

  • High integrity, customer centricity and team-first mentality.

  • You work well under pressure, are self-driven and are a results-oriented individual.

  • 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.

  • Actively engage with senior stakeholders and begin to develop strategic relationships.

  • You will work closely with your peers and partner 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 and get help in delivering tailored, value based activities to your book of accounts.

  • You will gain in-depth knowledge of Docker’s products and how they impact our customers.

  • You will plan and collaborate with key customer contacts on the most appropriate tailored success plan for each account while taking into consideration their key business objectives and Docker adoption maturity levels.

  • Overall, 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 value based messaging and activities aligned to customer needs and wants.

  • Educate our clients about our product roadmap and undertake product training for users.

  • You will be ready to operate independently at full speed.

Not sure if you qualify? Apply anyway; we hire candidates with diverse experience and backgrounds. If you are returning to work after a gap in employment or transitioning to the next step in your career path, we look forward to hearing from you.

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)

  • 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

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.