Docker, Inc · 10 hours ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

5+ years exp

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Comp. & Benefits

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Responsibilities

Lead the end-to-end technical onboarding process for new business subscription customers, ensuring their environments are properly configured for Docker’s platform and products.

Set the overall technical strategy for your client base, maintaining active engagement with senior stakeholders and managing Docker executive relationships with clients.

Work with customers to ensure successful integration of Docker features into their development workflows. Analyze customer usage patterns, provide guidance on feature utilization, and facilitate smooth technical transitions to Docker’s new features and updates.

Act as a technical liaison between customers and internal teams, including product development, support, and engineering. Coordinate with technical specialists on complex customer needs.

Oversee and guide technical projects from inception to completion, ensuring timely delivery and integration of Docker solutions into customer environments. Track milestones and ensure customers are aligned with best practices.

Provide technical training and education to customers on Docker’s business subscription services, helping customers build long-term value through deep product knowledge. Educate clients about Docker’s product roadmap, feature rollouts, and technical updates.

Act as the primary point of contact for customer escalations, diagnosing and solving complex technical issues by orchestrating cross-functional teams and technical resources as needed.

Identify at-risk accounts based on technical performance, adoption levels, and usage data. Develop technical strategies to mitigate churn and ensure continued adoption of Docker’s solutions.

Regularly engage in customer feedback sessions to gather insights into how Docker's product features can be enhanced, working with the product team to influence the product roadmap.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementTechnical Account ManagementContainerization TechnologiesDockerProject ManagementCloud PlatformsDevOps ToolsKubernetesCI/CD PipelinesCloud-native ArchitecturesCustomer Success PlatformsSalesforceRelationship Management

Required

5+ years of experience in a Customer Success or Technical Account Management role, preferably supporting Fortune 500 or enterprise clients with complex technical environments.

Technical proficiency with containerization technologies, cloud platforms, DevOps tools, or similar technical products. Experience with Docker, Kubernetes, CI/CD pipelines, or cloud-native architectures is highly desirable.

Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Totango, Catalyst) and CRM systems like Salesforce.

Project management skills, including the ability to coordinate across multiple teams and manage technical projects from initiation through to completion.

Technical aptitude: Ability to quickly learn and explain complex technical concepts to technical and non-technical stakeholders alike.

Strong communication skills with an emphasis on technical writing and the ability to explain highly technical solutions in a clear and actionable way.

Relationship management experience with senior leadership at enterprise clients, with a proven track record of influencing, negotiating, and maintaining executive-level relationships.