Dockwa
Director of Customer Success
Newport, RI · Director
Sponsorship not specifiedDetected 23 hours ago
HubSpotSalesforceCRMAccount ManagementNegotiationForecastingM&ACustomer SuccessCadenceLeadership
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16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- 50% team leadership, account execution, and playbooks.
- 25% scaled programs and adoption at volume.
- 25% voice of the customer and cross-functional alignment.
Responsibilities
- 50% team leadership, account execution, and playbooks. Coach and develop the MSM team, hire into it, work Strategic and Mid-Market accounts alongside them, own renewal strategy and forecasting, and build segment-specific playbooks.
- You will not build this alone.
- You will drive it across customer marketing, support, and product.
Requirements
- 7+ years in customer success or account management, with 4+ years leading CS teams and at least four direct reports.
- You have owned a retention or NRR number, not influenced one, and you can give us the baseline, the timeframe, and what you would do differently.
- You have personally implemented a segmentation or systemization change inside a team that did not have one, including the stakeholder alignment and the parts that did not go smoothly.
- You have shipped a 1:many program end to end and can name the metric it moved.
- We share this openly so you can evaluate whether Dockwa is the right environment for you.
Nice to have
- Hands-on with CRM and marketing automation.
- HubSpot experience is a real plus
Benefits
- Stand up segmentation, health and expansion scoring, and 1:many engagement that drives adoption and activation without requiring an MSM phone call.
- There is no formal tiering, no health scoring, and no 1:many program today.
- Customer health scoring, QBR cadence, playbook library, and CS reporting to leadership.
Company info
- Find the gaps between functions where customers fall through, and push them toward a plan.
- Standing those up is the first 90 days, and you will do it with the team you have rather than a CS ops function. - Scale is the mandate, and customer time is still part of the job.
- We want your philosophy on how you stay close to customers as systems and automation take on more of the load.
- 25% voice of the customer and cross-functional alignment. Synthesize feedback, usage, and win/loss data into product and GTM recommendations. Find the gaps between functions where customers fall through, and push them toward a plan.
- Our customers are seasonal. Marina renewals and usage concentrate around the boating season, and a great deal of our base staffs up with people who have never seen the product. An even quarterly cadence will get run over.
- You will build the segmented operating model that does not exist yet, coach and grow the team that runs it, and stay close enough to customers to know whether any of it is working.
- The team is in transition. You are inheriting a small team that has been managed reactively, and you will be hiring into it. If building your own bench is the part of the job you would want to delegate, this is not the right seat.
Visa & Work Authorization
- Plus: support or customer marketing background, experience under a growth-equity sponsor
This listing is sourced directly from Dockwa's careers page and normalized into a canonical job model.