Dockwa
Customer Success Manager
Remote (United States)
Sponsorship not specifiedDetected 18 days ago
Customer SuccessCadenceLeadershipCommunicationCollaboration
About the role
- You are responsible for retention, adoption, and growth: keeping marinas getting value from Dockwa, renewing every year, and expanding into more of what we offer.
- This role reports to Customer Success leadership and works closely with Sales on renewals and expansion, with Implementation on clean handoffs after onboarding, and with Product as the voice of the customer.
- Your work protects and grows revenue across your book.
Responsibilities
- After 12 years of building trust with marina operators and boaters, we hold a category-defining position in a fragmented industry that is ready for change.
- Account Ownership & Retention Own a book of marina accounts and the relationships inside them, from the dockmaster to the general manager to the controller.
- Cross-Functional Collaboration & Product Feedback Partner with Implementation on a clean handoff from onboarding into steady-state success.
- Adoption, Training & Value Realization Drive adoption across the platform, including transient bookings, contracts and recurring billing, storage, payments, and reporting.
- Deliver training and best practices that make a marina's day-to-day easier and tie back to their business goals.
- Renewals, Expansion & Commercial Outcomes Own renewals across your book and partner with Sales on expansion into additional modules and payment volume.
Requirements
- Experience owning a book of customer accounts with responsibility for retention, renewals, or saves, ideally in SaaS or a technology-driven environment.
- Balance speed with judgment: You know when to move fast and when precision matters.
Nice to have
- synthesize what you hear into clear, prioritized feedback that shapes the roadmap.
- Familiarity with payments or financial workflows is a strong plus.
- Experience running a marina on Dockwa or comparable software, or supporting a similar hospitality business with modern payments and operations software, is a strong plus.
Benefits
- regular check-ins, business reviews, and health monitoring rather than waiting for problems to surface.
- Hit gross retention and customer health targets across your book.
- Comfort using account data and health signals to decide where to spend your time.
Company info
- Spot adoption gaps in usage data and engage customers before underuse turns into churn.
- Tell a clear ROI story so customers can see the value they are getting.
- About Dockwa Dockwa is reshaping the $60+ billion marine industry.
- This is our opening to become the default operating layer for an industry that has never had one.
- About the role As a Marina Success Manager at Dockwa, you own the ongoing relationship with a book of marina customers once they are live on the platform.
- keeping marinas getting value from Dockwa, renewing every year, and expanding into more of what we offer.
This listing is sourced directly from Dockwa's careers page and normalized into a canonical job model.