Technical Customer Success Account Manager

WHY NOW

2024 has been an exciting year for Doppler. After raising our $20M Series A from CRV in 2022, we have now helped over 47,000 startups and enterprises manage their secrets at scale. After building the community, it is time to scale and monetize. Throughout this year, we’re getting far more ambitious by setting even higher product, growth, sales, and hiring goals!

ABOUT DOPPLER

Doppler's mission is to make it easy and secure for developers of every experience level and teams of any size to manage their app configuration and secrets. But hasn't this been done?

Developers tend to be either struggling with the manual management of .env files, or wrestling with an overly complex secrets manager that's not built for software development. Doppler is changing that by making app configuration and secrets management easy, intuitive, and scalable. It's the SecretOps platform built by developers for developers.

Our team is entrepreneurial, with a bias for action. We never back down from a spirited debate and believe we are all responsible for exploring the hard questions. We value self-awareness and meaningful impact. We are open to unconventional approaches and have learned not to judge a book by its cover. Your time is your most valuable resource, so you set your hours. We use Slack to communicate and default to zero meetings. We aim to document everything. We also recommend you invest your time in 10% compounding time.

WHO WE ARE

Doppler is a SecretOps platform that enables developers and security teams to keep their secrets secure and in sync wherever they run their code. SecretOps is the set of security philosophies, frameworks, and tools used to operationalize secrets at scale.

THE ROLE

You will be the driving force of our customer adoption and revenue growth, serving as the primary contact for our mid-market and small-business/startup customers. Your role extends beyond traditional account management and customer success; you will lead and improve onboarding, implementation of Doppler, and growth of the Doppler platform. Collaborating with Sales, Support, Product, and Finance teams, you'll ensure a seamless customer experience, increasing adoption and delivering exceptional time-to-value. In this dynamic role, you become the day-to-day liaison, building trusted relationships and playing a pivotal role in our customers’ success and Doppler’s revenue growth.

As a Technical Customer Success Account Manager, you'll oversee a diverse portfolio of customers at various stages of their Secrets Management journey. You'll have the opportunity to engage with every team and connect with all our awesome Dopplerites!

ABOUT THE TEAM

We’re a security-first, developer-obsessed organization that genuinely cares about the quality of what we build and the success of our customers. We collaborate with as little ego as possible and constantly try to improve how we work and deliver software.

We understand that people are complex and unique. We are looking for curious and empathetic individuals dedicated to providing outstanding customer experiences. This position offers a unique opportunity to build out the success motion at Doppler and you’ll have the opportunity to work with some of the most innovative companies.

What You'll Do

• Customer Onboarding: Lead the onboarding process for new customers. Collaborate with customers and sales teams to understand customer requirements, goals, and challenges.
• Account Management: Develop "trusted advisor" relationships with multiple levels of customer stakeholders, from developers to CISOs.
• Account Growth: Successfully carry out the full sales cycle for any growth opportunities in existing customer accounts. Monitor and identify usage trends to uncover renewal risks and promote greater adoption rates.
• Customer Advocacy: Act as the voice of the customer within Doppler, advocating for customer needs and requirements to internal teams.
• Product Expertise: Develop hands-on technical knowledge of Doppler and feature capabilities. Stay up-to-date with industry trends, new features, and best practices to serve as a subject matter expert.
• Training & Education: Ensure customers are educated on product features, best practices and security principles.

What You'll Bring to the Table

• 3+ years of customer-facing experience in roles such as Customer Success Manager, Account Management, Technical Support, or Solutions Engineering.
• Experience interfacing with technical users and decision-makers, including Developers, DevOps, Security Teams, and their leadership.
• Technical knowledge in understanding customer requirements and identifying blockers to adoption and working cross-functionally to deliver success.
• Proven experience managing revenue retention as a key metric, supporting customers through contract renewals, upgrades, negotiating terms, and conducting transactions. Comfortable identifying opportunities for growth.
• Customer engagement experience with implementations, Quarterly Business Reviews, and stakeholder alignment.
• Customer-centric mindset, always striving to provide the maximum value possible.
• Enjoys selling and growing revenue.
• Strong communicator with excellent attention to detail and organizational skills.
• Passionate about working in a fast-paced, ever-evolving startup environment, enjoying collaboration, and eager to make a visible impact.
• Humble approach to knowledge gaps, unafraid to say “I don’t know,” and embracing opportunities for growth and learning

Bonus

• Experience working at a startup or being one of the first CSM’s at a company
• Experience in developer products and security is a plus.

What does growth look like:

• In this role, you will have the opportunity to build and lead Doppler’s customer success strategy and operation, making a direct impact on our customers’ experience and long-term success.
• You will have the opportunity to influence our product vision and roadmap by gathering, analyzing, and championing customer feedback.

BENEFITS

• Equity at an early-stage, fast-growing startup
• Premium health insurance (medical, dental, vision)
• Guilt Free Unlimited PTO - 3-week minimum strongly encouraged!
• Upward Mobility
• Learning and Development Stipend
• Wealth Advisor
• 401k
• Pregnancy & Family Leave
• Fertility & Adoption Benefits
• Equal Compensation (regardless of gender or race)

For a full list of our benefits check our Perks Notion Page.

CLOSING

We've built a great product our customers love. Our churn is low, and active usage continues to rise. We just need to amplify our reach to educate the market that secrets management can be fast, secure, and affordable for teams and organizations of any size. And most importantly, we need to continue encouraging Developers to stop adhering to archaic insecure standards such as manually managing .env file formats.

Are you passionate about developer-focused products and ready to join an amazing team? Then we want to hear from you!

A final note - we highly encourage you to apply for this role, even if you don't feel entirely qualified, or entirely sure. You never know!