Senior Director, Support Customer Success

About the Role

We are seeking an experienced and strategic Senior Director to lead our global Support and Customer Success organizations, driving exceptional customer outcomes and operational excellence for Docker's platform users.

Responsibilities

• Define and execute the global strategy for Support and Customer Success functions, ensuring alignment with Docker's business objectives.
• Lead, mentor, and scale a high-performing, geographically distributed team of support engineers and customer success managers.
• Establish and monitor key performance indicators (KPIs) for service delivery, customer satisfaction (CSAT/NPS), and operational efficiency.
• Drive continuous improvement in support processes, tooling, and knowledge base content to enhance the customer experience.
• Act as an executive escalation point for critical customer issues, ensuring timely and effective resolution.
• Collaborate cross-functionally with Product, Engineering, and Sales teams to translate customer feedback into actionable product improvements.

Requirements

• 8+ years of progressive leadership experience in technical customer support, customer success, or professional services, preferably within a B2B SaaS or developer tools environment.
• Proven track record of successfully managing and scaling global, remote technical support teams.
• Deep understanding of modern software development lifecycles, containerization technologies (e.g., Docker, Kubernetes), and cloud infrastructure.
• Exceptional communication, negotiation, and stakeholder management skills, comfortable presenting to executive leadership.
• Bachelor's degree in a technical field or equivalent practical experience.

Nice-to-Haves

• Experience managing support operations for developer-focused products.
• Familiarity with CRM and ticketing systems such as Salesforce Service Cloud or Zendesk.
• Experience managing budgets and vendor relationships for support tooling.

Role Impact

This role is critical to Docker's long-term success, directly influencing customer retention, platform adoption, and overall brand reputation by ensuring our most valuable users receive world-class technical assistance and proactive success management.