About the Role
Senior Customer Advisory Manager
Location
Bulgaria, France, Germany, Italy, Netherlands, Poland, Portugal, Romania, Spain, Sweden, United Kingdom
Type
Full time
Department
Customer Success (General)
Compensation
- EU Salary RangeEU Salary Range €113.6K – €142K • Offers Equity
*Salary range can change depending on level
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!
We are seeking a talented Sr. Customer Advisory Manager 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 the overall vision and strategy for your customer base, maintain active engagement with senior stakeholders, and manage Docker executive relationships with customers.
- Develop and execute strategic account success plans to drive value and satisfaction for our most strategic customers.
- Manage communications and touchpoints with covered accounts, involving other internal specialists as required on technical and commercial matters.
- Work closely with the product team to manage product requests and feedback from strategic customers.
- Run regular account reviews with customers to ensure the relationship remains healthy and share structured updates on product and service developments.
- Educate customers about our product roadmap and undertake product training for users.
- Identify accounts likely to churn based on usage data, customer engagement, and queries, and develop strategies to retain and turn around these high-risk accounts.
- Address escalating customer issues with speed and urgency, orchestrating resources across the company as appropriate.
- Drive product adoption and usage patterns.
- Act as a trusted advisor to covered customers, gaining a deep understanding of their business and helping them derive maximum value from our solutions.
Qualifications:
- Seven years of demonstrated experience as a customer success manager, with at least three years focused on managing Fortune 500 accounts or equivalent experience.
- Proven track record in relationship building, negotiating, and influencing at executive levels (VP and above).
- Experience with Customer Success Software (Gainsight, ChurnZero, Totango, Catalyst) is highly preferred.
- Experience working with technical products or the aptitude to learn complex technical concepts.
- Excellent communication skills, both verbal and written, with strong listening abilities.
- High integrity and a team-first mentality.
- Strong problem-solving skills and ability to work well under pressure.
- Ability to work in a matrix environment, collaborating with sales, product, customer support, and technical services teams.