Remote Senior Customer Success Manager (Scale) with verification

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 software developers bring their ideas to life, supporting millions in the development community worldwide. Docker is growing at an exceptional rate in response to the growth in software applications globally, which is why we are investing in our customer success team. At Docker, the developer is our obsession. It is our intention to make the experience for them great!

We are looking for a talented Scale Customer Success Manager to join our team. The Scale CSM role is perfect for someone who has an exceptional drive to execute and iterate on digital customer engagement programs, loves talking to customers, has an analytical mindset, and is a strong writer.

Scale CSM works with customers by running 1 to many success programs to impact target customer groups partnering closely with Growth Marketing. We use targeted customer data to help identify ways we can deliver increased value through broader and more mature use of Docker.

Docker is a remote-first company with employees across Europe and the Americas. This means we value transparency and asynchronous communication, but we also understand that meeting in person is important.

Responsibilities

• Responsibility for the customer’s journey, which includes onboarding through client renewal & expansion
• Responsible for reaching adoption and NDR targets
• Develop campaigns and strategies to enhance experience, retention, and digital engagement
• Leverage tools and technology to deliver value to multiple accounts through 1: many programs; creating email campaigns, webinars, new collateral, and hosting office hours
• Coordinate and strategize campaigns with Growth Marketing for your assigned segment of customers
• Analyze data within your assigned segment to determine outliers that may need intervention
• Identify accounts likely to churn based on usage data and customer engagement
• Develop strategies to retain and save these high-risk accounts
• Address escalating client issues with speed and urgency, orchestrating resources across the company as appropriate
• Driving product adoption through usage patterns
  
  

Qualifications

• Three years of demonstrated experience in growth marketing, digital customer success or scaled customer success
• Strong relationship building, negotiating and influencing skills (internal and with customers)
• Experience with CS Software (Gainsight, ChurnZero, Totango, Catalyst)
• Experience with chat software, liveperson, braze is preferred
• Salesforce and Marketo experience are a plus
• Experience working with a technical product or the aptitude to learn complex technical concepts
• Positive and upbeat communication skills, excellent listening skills, and strong written communication skills
• High integrity, humble, and a team-first mentality
• 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
  
  

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 clients
• You will work closely with your peers to develop strategies to advocate for our customers
  
  

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
  
  

In your first 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
  
  

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 on April 13, 2024.

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

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.