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Senior Customer Success Manager (West Coast)

Posted 2 days agoViewed

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💎 Seniority level: Senior, Five years

📍 Location: Canada, PST

🔍 Industry: Software Development

🏢 Company: Docker👥 251-500💰 $105,000,000 Series C almost 3 years agoDeveloper ToolsDeveloper PlatformInformation TechnologySoftware

🗣️ Languages: English

⏳ Experience: Five years

🪄 Skills: SalesforceCommunication SkillsCustomer serviceRESTful APIsNegotiationRelationship buildingAccount ManagementCRMCustomer SuccessSaaS

Requirements:
  • Five years of demonstrated experience as a customer success manager with Fortune 500 accounts or equivalent experience
  • Strong relationship-building, negotiating, and influencing skills (internal and with customers)
  • Experience with CS Software (Gainsight, ChurnZero, Totango, Catalyst) is highly preferred.
  • Salesforce experience is a plus.
  • Experience working with a technical product or the aptitude to learn complex technical concepts
  • Positive and upbeat phone skills, excellent listening skills, and strong writing skills
  • High integrity and a team-first mentality
  • Experience with managing executive relationships at the VP level
  • Ability to work in a matrix environment with sales, product, customer support, and technical services
Responsibilities:
  • Responsible for reaching adoption and NDR targets
  • 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 and service developments.
  • Educate the client about our product roadmap and undertake product training for user.s
  • Based on usage data, customer engagement, queries, and information, identify accounts likely to churn 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
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